Unstructured is defining the standard for enterprise data transformation in the age of LLMs and generative AI. As a Technical Support Engineer, you’ll work directly with enterprise customers to troubleshoot issues across cloud infrastructure, Kubernetes, networking, and data pipelines.
Responsibilities:
- 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
Requirements:
- 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
- Experience supporting self-hosted or single-tenant deployments
- Familiarity with Terraform, Pulumi or other IaC tools
- Experience with observability tools (Datadog, Prometheus, Grafana)
- Python or scripting experience for debugging and automation
- Exposure to data pipelines, ETL workflows, or AI/LLM systems
- Experience working in early-stage or high-growth startups