Senior Technical Support Engineer

About The RoleWe'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 CompanyThe 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 DoTechnical Support & Customer OperationsDiagnose and resolve complex technical issues for engineering customers using CI infrastructureWork directly with customers via Slack and support tooling platformsReproduce customer issues and collaborate with engineering teams to drive fixesTroubleshoot infrastructure, CI/CD, containerization, and distributed systems issuesSupport high volumes of technical customer interactions while maintaining strong customer experienceSupport Infrastructure & Process BuildingBuild and define support playbooks, escalation paths, SLAs, and operational processesEstablish best practices and standards for the growing support organizationIdentify recurring issues and create feedback loops into engineering and product teamsBuild automations and leverage AI tooling to improve support scalability and efficiencyHelp mentor and support additional support engineers as the team growsExperienceRequired Qualifications5+ years of experience in Technical Support Engineering or related technical support rolesExperience working within mature support organizations or strong engineering culturesExperience supporting developer-facing or highly technical productsProven experience improving or building support processes and workflowsComfortable working directly with highly technical engineering customersTechnical SkillsStrong troubleshooting and systems analysis skillsExperience with GitHub Actions, CI/CD systems, Docker, Linux, or distributed systemsFamiliarity with developer infrastructure and engineering workflowsStrong written and verbal communication skillsAbility to thrive in fast-paced startup environmentsSelf-starter mentality with strong ownership and accountabilityNice to HaveFamiliarity with AI/LLM tooling such as Claude or MCPExperience building support automations or AI-assisted workflowsExposure to bare-metal infrastructure or infrastructure-scale systemsTech Stack ExposureGitHub ActionsDockerLinuxFirecrackerCephSlackPylonDistributed systems infrastructureCI/CD systemsAI/LLM toolingCLI-based agentsWork EnvironmentLocation: Flatiron, New York CityFully onsite, 5 days/weekFull-time direct hire2 hires plannedRelocation assistance available for exceptional candidatesVisa SupportVisa transfers acceptedNo new sponsorship availableCompensationCompensation & BenefitsBase Salary: $160,000 – $180,000 USDFlexible for exceptional candidatesCompetitive equity packageBenefits401(k) matching12 weeks parental leaveComprehensive health coverageWhy This Role Stands OutFoundational OwnershipThis 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 ExposureYou'll work directly with engineering customers troubleshooting complex infrastructure and CI/CD environments.Rapid Growth EnvironmentThe company has achieved exceptional growth in a short period of time and is continuing to scale aggressively into enterprise markets.Elite Engineering CultureWork alongside infrastructure and distributed systems leaders from top engineering organizations in a highly technical environment.Real Customer ImpactYour work directly supports enterprise customer success and platform reliability at scale.