Senior Technical Support Engineer

Senior Technical Support Engineer | New York, NY | Avg $160K$180K + Equity

Role Overview

A rapidly scaling infrastructure startup is seeking Senior Technical Support Engineers to help build and scale a world-class technical support organization supporting enterprise engineering customers.

This is a highly technical, founding-style support role where you will work directly with engineering teams using advanced CI infrastructure while helping define support operations, processes, escalation workflows, and customer support standards as the company scales.

The ideal candidate has deep technical support experience supporting developer-focused products, thrives in fast-moving startup environments, and enjoys solving complex technical issues while improving systems and operational workflows.

About the Company

The company is one of the fastest-growing infrastructure startups in the United States, backed by Google Ventures and Y Combinator. The platform supports enterprise engineering teams using advanced CI infrastructure and distributed systems technologies.

The founding team brings infrastructure and systems experience from organizations including Faire, Cockroach Labs, and Zapier. The company has experienced rapid revenue growth and is continuing to expand aggressively into enterprise customers.

Key Responsibilities

Technical Support & Troubleshooting

Diagnose and resolve complex technical issues for engineering customers

Support enterprise users leveraging CI infrastructure and distributed systems

Troubleshoot issues across CI/CD workflows, infrastructure systems, and developer tooling

Work directly with customers through Slack, Pylon, and support channels

Reproduce technical issues and collaborate closely with engineering teams to resolve problems

Support Operations & Process Development

Help build and scale a world-class technical support organization

Develop support playbooks, escalation workflows, SLAs, and operational processes

Identify recurring customer pain points and improve support workflows

Create feedback loops between support, product, and engineering teams

Help establish best practices and support standards as the organization grows

Automation & Infrastructure Support

Build automations and leverage AI tooling to improve support efficiency

Support infrastructure technologies including CI/CD systems, Docker, Linux, and distributed systems

Contribute to operational scaling and process optimization initiatives

Support developer-focused tooling and infrastructure environments

Team Collaboration & Growth

Mentor future support engineers as the team expands

Collaborate cross-functionally with engineering and product teams

Support customer onboarding and enterprise support initiatives

Help shape support culture and operational excellence standards

Requirements

Minimum 5 years of technical support or support engineering experience

Experience supporting developer-focused or engineering-heavy products

Experience working within established support organizations or scaling startup environments

Proven experience improving support processes and operational workflows

Strong troubleshooting and technical problem-solving abilities

Comfortable working directly with engineers and highly technical users

Strong communication and customer-facing skills

Ability to manage high volumes of technical interactions effectively

Technical Experience

GitHub Actions

CI/CD systems

Docker

Linux

Distributed systems

Developer tooling environments

AI/LLM tooling exposure preferred

Preferred Qualifications

Experience with infrastructure or developer platform companies

Familiarity with AI tooling such as Claude or MCP

Experience building automations for support workflows

Startup or high-growth SaaS environment experience

Strong operational and process improvement mindset

Experience mentoring or helping scale support teams

Compensation & Benefits

Avg Salary: $160,000$180,000

Competitive Equity Package

401(k) Matching

12 Weeks Parental Leave

Comprehensive Health Coverage

Relocation Assistance Available for Exceptional Candidates

Work Environment

Fully onsite in Flatiron, New York City

Fast-paced startup environment

Small, highly collaborative support organization

Direct exposure to enterprise engineering customers

Opportunity to shape support systems and processes from the ground up

Ideal Candidate

Highly technical support engineer with infrastructure mindset

Strong communicator who enjoys solving customer problems

Comfortable in high-growth startup environments

Self-starter with strong ownership mentality

Passionate about developer tooling and infrastructure systems

Interested in helping build scalable support operations

Thrives in collaborative, fast-moving engineering cultures