Own Production Issues
Triage and resolve customer issues across VPC deployments, APIs, and data pipelines
Debug production systems using logs, metrics, and system-level analysis
Reproduce issues and drive them to resolution with Engineering
Support Customer Infrastructure
Help customers operate Unstructured in AWS, GCP, or Azure environments
Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues
Guide customers on running reliable, production-grade deployments
Go Deep on Debugging
Investigate issues across document processing pipelines and API behavior
Identify root causes, not just workarounds, and validate fixes
Partner Cross-Functionally
Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers
Act as the voice of the customer for enterprise deployments
Improve the System
Build runbooks, troubleshooting guides, and internal tooling
Identify patterns and drive improvements in reliability and supportability

3+ years in Technical Support, SRE, DevOps, or similar roles supporting production systems
Strong experience with cloud environments (AWS, GCP, or Azure), especially VPC networking
Hands-on experience with Kubernetes and Docker
Proficiency in Python skills for scripting, API integration, and automation
Proven ability to debug production or distributed systems end-to-end
Comfortable working with APIs, logs, and system-level debugging tools
Strong communicator who can work effectively with both engineers and customer teams
High ownership, strong troubleshooting instincts, and ability to operate in ambiguous, fast-moving environments

Strong Benefits: Competitive salary, full health benefits, equity, and parental leave

Senior Technical Support Engineer

Key skills