Senior Technical Support Engineer | New York, NY | Avg $160K-$180K + Equity

Job Description Senior Technical Support Engineer | New York, NY | Avg $160K–$180K + EquityRole OverviewA rapidly scaling infrastructure startup is seeking Senior Technical Support Engineers to help build and scale a world-class technical support organization supporting enterprise engineering customers.This is a highly technical, founding-style support role where you will work directly with engineering teams using advanced CI infrastructure while helping define support operations, processes, escalation workflows, and customer support standards as the company scales.The ideal candidate has deep technical support experience supporting developer-focused products, thrives in fast-moving startup environments, and enjoys solving complex technical issues while improving systems and operational workflows.About the CompanyThe company is one of the fastest-growing infrastructure startups in the United States, backed by Google Ventures and Y Combinator. The platform supports enterprise engineering teams using advanced CI infrastructure and distributed systems technologies.The founding team brings infrastructure and systems experience from organizations including Faire, Cockroach Labs, and Zapier. The company has experienced rapid revenue growth and is continuing to expand aggressively into enterprise customers.Key ResponsibilitiesTechnical Support & Troubleshooting Diagnose and resolve complex technical issues for engineering customers Support enterprise users leveraging CI infrastructure and distributed systems Troubleshoot issues across CI/CD workflows, infrastructure systems, and developer tooling Work directly with customers through Slack, Pylon, and support channels Reproduce technical issues and collaborate closely with engineering teams to resolve problemsSupport Operations & Process Development Help build and scale a world-class technical support organization Develop support playbooks, escalation workflows, SLAs, and operational processes Identify recurring customer pain points and improve support workflows Create feedback loops between support, product, and engineering teams Help establish best practices and support standards as the organization growsAutomation & Infrastructure Support Build automations and leverage AI tooling to improve support efficiency Support infrastructure technologies including CI/CD systems, Docker, Linux, and distributed systems Contribute to operational scaling and process optimization initiatives Support developer-focused tooling and infrastructure environmentsTeam Collaboration & Growth Mentor future support engineers as the team expands Collaborate cross-functionally with engineering and product teams Support customer onboarding and enterprise support initiatives Help shape support culture and operational excellence standardsRequirements Minimum 5 years of technical support or support engineering experience Experience supporting developer-focused or engineering-heavy products Experience working within established support organizations or scaling startup environments Proven experience improving support processes and operational workflows Strong troubleshooting and technical problem-solving abilities Comfortable working directly with engineers and highly technical users Strong communication and customer-facing skills Ability to manage high volumes of technical interactions effectivelyTechnical Experience GitHub Actions CI/CD systems Docker Linux Distributed systems Developer tooling environments AI/LLM tooling exposure preferredPreferred Qualifications Experience with infrastructure or developer platform companies Familiarity with AI tooling such as Claude or MCP Experience building automations for support workflows Startup or high-growth SaaS environment experience Strong operational and process improvement mindset Experience mentoring or helping scale support teamsCompensation & Benefits Avg Salary: $160,000–$180,000 Competitive Equity Package 401(k) Matching 12 Weeks Parental Leave Comprehensive Health Coverage Relocation Assistance Available for Exceptional CandidatesWork Environment Fully onsite in Flatiron, New York City Fast-paced startup environment Small, highly collaborative support organization Direct exposure to enterprise engineering customers Opportunity to shape support systems and processes from the ground upIdeal Candidate Highly technical support engineer with infrastructure mindset Strong communicator who enjoys solving customer problems Comfortable in high-growth startup environments Self-starter with strong ownership mentality Passionate about developer tooling and infrastructure systems Interested in helping build scalable support operations Thrives in collaborative, fast-moving engineering cultures