Developer Support Engineer

Senior Support Engineer (LLM Gateway)$120,000 – $170,000 + Equity + Benefits + 401(k) San Francisco, CA – On-siteAre you a technically deep support engineer who is obsessed with getting to the root cause of problems rather than applying surface-level fixes? Do you want to work hands-on with enterprise customers running mission-critical AI infrastructure, in a role where your engineering depth is just as important as your customer instincts?This is an opportunity to join a fast-growing, profitable startup at the forefront of AI infrastructure, building the compliance and reliability layer that enterprise customers like Adobe, Netflix, and NASA depend on in production. Backed by top-tier investors, the team has built the world's most widely used LLM Gateway, a unified platform that gives developers secure, scalable access to every major LLM provider.The core of this role is straightforward: own the support queue, dig into customer issues, understand them deeply, and unblock them. The best person for this role won't be satisfied until they've found the real depth of a problem, not just patched over the symptom. You'll act as the technical voice of the customer back to engineering, submitting fixes and shaping the product based on real-world insight.If you want to join a tight-knit, high-calibre team where your engineering depth and customer instincts both matter, and where the work you do directly shapes one of the most important AI infrastructure platforms in the market, this is an outstanding opportunity.The RoleOwn the support queue, working through high volumes of customer tickets to drive successful outcomes at paceDiagnose and resolve complex technical issues across the platform, solving for root cause rather than surface-level symptomsReproduce customer issues across their specific environments, configurations, and integrationsSubmit pull requests for bug fixes and improvements, contributing directly to the codebase where neededAct as the technical voice of the customer, feeding real-world insights back to product and engineeringThe Person3+ years of experience with production-grade backend systems and developer toolingStrong in Python; familiarity with FastAPI, REST APIs, and LLM frameworks a plusObsessed with root cause, digs deep into problems rather than applying surface-level fixesStrong communicator who thrives in high-volume, customer-facing environmentsMetrics-driven and hardworking, comfortable operating with high autonomy in a fast-moving teamHappy to work on-site in San Francisco