Senior Technical Support Engineer

About The Role

We're hiring a Senior Technical Support Engineer to help build a world-class technical support organization from the ground up at one of the fastest-growing infrastructure startups in the market.

This is a highly technical, founding-style support role where you'll work directly with engineering teams using cutting-edge CI infrastructure, diagnose complex production issues, and help establish the operational foundations for a rapidly scaling enterprise support function.

You'll collaborate closely with engineering, product, and customers while helping shape processes, tooling, automation, escalation paths, and support standards as the company continues its rapid growth trajectory.

This role is ideal for highly technical support engineers who enjoy deep troubleshooting, infrastructure systems, and high-ownership startup environments.

About The Company

The company is one of the fastest-growing infrastructure startups in the United States, backed by Google Ventures and Y Combinator.

The business has grown rapidly, reaching approximately $10M ARR in under two years while nearly tripling revenue since early 2025. The founding team includes infrastructure and distributed systems leaders from companies including Faire, Cockroach Labs, and Zapier.

As the company expands into enterprise customers, the support organization is becoming a critical part of the customer experience and long-term platform reliability.

What You'll Do

Technical Support & Customer Operations

• Diagnose and resolve complex technical issues for engineering customers using CI infrastructure
• Work directly with customers via Slack and support tooling platforms
• Reproduce customer issues and collaborate with engineering teams to drive fixes
• Troubleshoot infrastructure, CI/CD, containerization, and distributed systems issues
• Support high volumes of technical customer interactions while maintaining strong customer experience
  
  
  

Support Infrastructure & Process Building

• Build and define support playbooks, escalation paths, SLAs, and operational processes
• Establish best practices and standards for the growing support organization
• Identify recurring issues and create feedback loops into engineering and product teams
• Build automations and leverage AI tooling to improve support scalability and efficiency
• Help mentor and support additional support engineers as the team grows
  
  
  

Experience

Required Qualifications

• 5+ years of experience in Technical Support Engineering or related technical support roles
• Experience working within mature support organizations or strong engineering cultures
• Experience supporting developer-facing or highly technical products
• Proven experience improving or building support processes and workflows
• Comfortable working directly with highly technical engineering customers
  
  
  

Technical Skills

• Strong troubleshooting and systems analysis skills
• Experience with GitHub Actions, CI/CD systems, Docker, Linux, or distributed systems
• Familiarity with developer infrastructure and engineering workflows
• Strong written and verbal communication skills
• Ability to thrive in fast-paced startup environments
• Self-starter mentality with strong ownership and accountability
  
  
  

Nice to Have

• Familiarity with AI/LLM tooling such as Claude or MCP
• Experience building support automations or AI-assisted workflows
• Exposure to bare-metal infrastructure or infrastructure-scale systems
  
  
  

Tech Stack Exposure

• GitHub Actions
• Docker
• Linux
• Firecracker
• Ceph
• Slack
• Pylon
• Distributed systems infrastructure
• CI/CD systems
• AI/LLM tooling
• CLI-based agents
  
  
  

Work Environment

• Location: Flatiron, New York City
• Fully onsite, 5 days/week
• Full-time direct hire
• 2 hires planned
• Relocation assistance available for exceptional candidates
  
  
  

Visa Support

• Visa transfers accepted
• No new sponsorship available
  
  
  

Interested in relocating to United State? Check out our comprehensive Relocation Jobs in United State page with detailed relocation packages and benefits.

Compensation

Compensation & Benefits

• Base Salary: $160,000 – $180,000 USD
• Flexible for exceptional candidates
• Competitive equity package
  
  
  

Benefits

• 401(k) matching
• 12 weeks parental leave
• Comprehensive health coverage
  
  
  

Why This Role Stands Out

Foundational Ownership

This is not a ticket-queue support role. You'll help define the support organization's systems, standards, tooling, and operational strategy from an early stage.

Deep Technical Exposure

You'll work directly with engineering customers troubleshooting complex infrastructure and CI/CD environments.

Rapid Growth Environment

The company has achieved exceptional growth in a short period of time and is continuing to scale aggressively into enterprise markets.

Elite Engineering Culture

Work alongside infrastructure and distributed systems leaders from top engineering organizations in a highly technical environment.

Real Customer Impact

Your work directly supports enterprise customer success and platform reliability at scale.