Senior Technical Support Engineer

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