Senior Support Engineer

The company is the first runtime and control plane for agent-the company interaction — a unified platform that combines streaming, SQL analytics, and intelligent connectivity with the governance layer enterprise AI agents need in production.

Built on infrastructure already trusted by Fortune 500 companies and fast-growing startups, the company enforces governance entirely outside the agent's the company path, controlling what agents see, limiting what they do, and capturing a tamper-proof record of everything they touch, so organizations never have to choose between innovation and control.

About the Role

As a Technical Support Engineer at the company, you will help our organization embody our commitment to delivering exceptional customer-centric technical support. Reporting directly to the Director, Technical Support, you will be a vital contributor to our growing support team in the Customer Success organization. In this role, you will play a fundamental part in ensuring our customers' success, fostering their confidence in our solutions, and elevating their overall experience.

Your primary focus will be to leverage your technical expertise to provide world-class support for the company’s range of products and services. Your ability to understand and address our customers' needs and technical challenges will be at the heart of our customer-centric approach.

You Will

• Be the primary face of our organization to our customers to ensure we meet or exceed customer expectations on the the company operation. These may be customer focused areas related to configuration, hardware, documentation, product, or requests for features

• Work with engineering to drive and solve customer challenges from creation through resolution

• Partner with product engineering groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization

• Build tools & services to create and improve support infrastructure, from issue life cycles to root cause trend analysis

• Participate in on-call rotations to follow the sun in support of our customers

• Ensure customer satisfaction through strong relationships with our Customer Success team

You Have

• 5+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems

• Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting

• Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)

• Experience deploying and troubleshooting applications in Kubernetes

• Strong experience with public cloud providers and containerization

• Proficiency in Bash scripting and/or Python

• Willingness to participate in an on-call rotation

• Excellent written communication skills

• Comfortable working with a 100% distributed engineering team and remote first company

Nice to Have

• Proficiency with Go

• Experience supporting a SaaS platform

• Experience supporting a streaming platform

Join the company if you’d enjoy being part of a fast-moving, diverse, people-first organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. You'll dive into a nimble, high-impact team with the latest AI tools — and the budget to actually use them.