Shape customer experience and support function. Troubleshoot complex issues in cloud and AI infrastructure. Collaborate with product and engineering teams.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Founding Technical Support Engineer
Remote (US/Canada Time Zones)
Salary: $150,000 – $200,000 + Equity
We're partnering with an exceptionally well-funded, venture-backed AI infrastructure startup that's building technology to help enterprises securely adopt the next generation of AI applications. They're looking for a Founding Technical Support Engineer to become one of the first customer-facing technical hires and play a key role in shaping both the customer experience and the support function.
This is an opportunity to join a fast-growing engineering team where you'll work directly with enterprise customers, solving complex technical problems while collaborating closely with product and engineering.
What you'll be doing
- Provide technical support to enterprise customers across modern cloud and AI infrastructure environments.
- Troubleshoot complex issues involving authentication, enterprise integrations, APIs, cloud deployments and platform configuration.
- Help customers onboard successfully, including identity management, access control and deployment best practices.
- Investigate production issues using logs, diagnostics and modern AI-assisted troubleshooting tools.
- Build technical documentation, troubleshooting guides and internal runbooks to improve customer self-service.
- Own technical escalations from investigation through resolution, partnering closely with engineering when required.
- Identify recurring customer issues and work with Product and Engineering to improve the platform and overall customer experience.
- Stay current with rapidly evolving platform capabilities and become a trusted technical advisor to customers.
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What we're looking for
- 3-5 years of experience in Technical Support Engineering, Customer Support Engineering or a similar customer-facing technical role.
- Strong troubleshooting skills across cloud infrastructure and distributed applications.
- Experience supporting enterprise SaaS platforms.
- Comfortable debugging authentication, integrations and deployment issues.
- Experience working closely with engineering teams to reproduce and resolve complex technical problems.
- Excellent written and verbal communication skills.
- Excited by startup environments where you'll have significant ownership and influence.
Nice to have:
Experience with technologies such as:
- Kubernetes
- AWS
- Terraform
- Helm
- Python
- TypeScript
- PostgreSQL
- OAuth
- SSO / SCIM
- API integrations
- Enterprise Identity & Access Management
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Why join?
- Join as one of the earliest technical hires and help shape the support function from the ground up.
- Work on cutting-edge AI infrastructure used by enterprise customers.
- High-impact role with direct access to engineering and leadership.
- Fully remote working (US/Canada time zones).
- Competitive salary of $150k-$200k plus meaningful equity.
- Fast-moving startup backed by leading investors.
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