Key skills
Distributed SystemsGoCommunicationCollaborationCustomer Success
About this role
Role Overview
- Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability.
- Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response).
- Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed.
- Coordinate closely with engineering during incidents, bugs, or performance degradations.
- Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries.
- Help customers understand platform behavior, limitations, and best practices.
- Contribute to support documentation, troubleshooting guides, and internal playbooks.
- Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues.
- Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately.
- Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.
Requirements
- Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles.
- Comfortable working with APIs, JSON responses, error codes, and technical debugging.
- Strong ability to reason about distributed systems, latency, retries, and failure modes.
- Calm, structured communicator in high-pressure or incident scenarios.
- Comfortable working directly with customers on technical issues without overpromising.
- Highly organized and able to manage multiple support threads and escalations in parallel.
- Strong written and verbal communication skills (Slack-first, async clarity).
- Strong sense of ownership
- takes responsibility for issues end-to-end and drives them to resolution rather than handing them off.
- Demonstrated ability to go beyond ticket handling and improve systems, processes, or documentation over time.
Tech Stack
- Distributed Systems
Benefits
- Generous paid time off – vacation, sick days, public holidays
- Meaningful stock options – share in the upside you create
- Remote-first setup – work from home anywhere we can employ you
- Flexible hours – own your schedule outside core collaboration blocks
- Family leave – paid maternity, paternity, and caregiver time
- Company retreats – twice-yearly gatherings in inspiring locations