3 months ago
Cambridge, MA, USAMid Level
Base Salary
$75k - $135k/yr
Responsibilities
- Serve as the primary technical contact for Enterprise and Pro users.
- Investigate, reproduce, and diagnose platform issues using logs, traces, execution output, agent behavior, integrations, and code.
- Identify root causes across distributed systems and own escalations through resolution.
- Create workarounds, recommended practices, documentation, and knowledge-base content.
- Submit detailed engineering tickets and implement product fixes when appropriate.
- Collaborate with Engineering and Product on reliability improvements, agent behavior tuning, and customer-driven product improvements.
- Establish scalable support engineering standards, processes, and proactive issue-prevention practices.
Requirements
- At least 2 years of experience in software engineering, technical support, platform support, or a debugging-heavy technical role.
- Ability to analyze logs, traces, stack traces, APIs, and distributed-systems behavior.
- Ability to read and modify code, with Python or TypeScript strongly preferred.
- Strong problem-solving, communication, curiosity, and resourcefulness skills.
- Ability to remain calm during escalations and complex customer situations.
- Experience supporting developer tools, APIs, SDKs, or enterprise software platforms is a plus.
- Familiarity with cloud infrastructure, containers, CI/CD, or modern DevOps tooling is a plus.
- Experience with AI/ML systems, model-driven automation, open-source projects, internal tooling, or customer-facing engineering is a plus.
- Ability to translate customer feedback into product improvements is preferred.
Benefits
- Onsite collaboration with Engineering and Product teams.
- Competitive equity package.
- Clear growth path as the support organization scales.
- Equal opportunity employer committed to a diverse and inclusive workplace.
Tech Stack
Categories
Solutions Engineering
