Senior Support Engineer

Senior Support Engineer (Founding Engineer) Location: Remote in the United States Employees: 35 | Industry: Data, Machine Learning, AI | Reports To: Vice President, Engineering Responsibilities • As the first support engineer on the team, you will serve as the primary technical point of contact for our customers – troubleshooting issues, responding to escalations • Collaborating with engineers and product team to reproduce issues, debut root causes, propose remediation, and drive bug fixes + enhancements to the product • Digging into databases – query execution, storage engines, indexing, sharding, replication, fail-over, cloud orchestration, and more • Inspecting logs, building processes and diagnostic tools, running instrumentation, applying patches and configuration changes • Developing and maintaining knowledge-base articles, runbooks, and support tooling • Identifying recurring issues, escalating product bugs or UX gaps, proposing improvements, and advocating for the customer in the roadmap Requirements • 8+ years of experience in technical support engineering with excellent customer-facing skills • Experience with vector databases, distributed database systems, or cloud-native data platforms • Experience reading and debugging code (Python and/or Rust) • Cloud services experience with AWS and/or Azure, GCP • Hands-on experience with Kubernetes, CI/CD pipelines, and Linux OS • Experience with monitoring systems, alerting, SLAs/SLOs, large-scale production environments • Early-stage startup experience is preferred Compensation • $180K - $250K + Equity