Debug, troubleshoot, and resolve highly complex technical issues that require code-level investigation and fixes

Develop bug fixes and patches for production issues, working directly in the codebase

Build small to medium-sized features and improvements based on customer feedback and support insights

Conduct root cause analysis (RCA) on critical incidents and implement preventive measures

Contribute to the product codebase through pull requests, code reviews, and technical documentation

Develop internal tools, automation, and diagnostic utilities to improve supportability and scale operations

Perform performance analysis and optimization for customer-specific deployment scenarios

Serve as the escalation point for complex technical issues from L1/L2 support teams

Conduct deep-dive technical sessions with customers to diagnose and resolve architectural or integration challenges

Educate customers on advanced product usage, best practices, and optimal configurations

Collaborate with customer success and sales teams on technical aspects of renewals, expansions, and complex deals

Provide technical guidance during proof-of-concept and pilot implementations

Analyze patterns across the customer base to identify systemic issues and improvement opportunities

Partner with product and engineering teams to define and prioritize features based on support insights

Contribute to internal and external knowledge bases, runbooks, and technical documentation

Mentor L1/L2 support engineers on technical troubleshooting and product architecture

Drive continuous improvement in product serviceability, observability, and debuggability

Participate in on-call rotations for critical production support

5-8 years of software engineering experience with at least 2 years in a customer-facing technical role (support engineering, solutions engineering, or similar)

Strong programming skills in at least one modern language (Python, TypeScript/JavaScript, Go, Java, or similar)

Proven ability to debug complex systems: experience reading and modifying production code to resolve issues

Customer obsession: passion for delivering high-quality customer experiences while maintaining technical excellence

Excellent communication skills: ability to explain complex technical concepts to both technical and non-technical audiences; business fluency in spoken and written English

Problem-solving expertise: systematic approach to diagnosing and resolving multi-layered technical issues

Experience with modern development tools: Git, GitHub/GitLab, CI/CD pipelines, and development environments

Experience contributing to production codebases in a professional setting

Deep familiarity with code review processes, static analysis tools, and software quality practices

Strong understanding of AI/ML systems, LLMs, or developer tooling platforms

Expertise in observability tools, RCA methodologies, and debugging distributed systems

Experience with modern software development ecosystems: VS Code, Cursor, IDE extensions, developer workflows

Knowledge of cloud platforms (AWS, GCP, Azure) and container orchestration (Docker, Kubernetes)

Background in DevOps, SRE, or platform engineering

Experience with customer success metrics and methodologies (retention, expansion, technical account management)

Bachelor's degree (or equivalent) in computer science, engineering, or another technical field

Open source contributions or demonstrated technical writing skills

Collaborative Humans: Prioritizing collective intelligence

Fearless Innovators: Turning obstacles into growth opportunities

Persistent Passionate Developers: Thriving on complex, long-term challenges

Impact-Driven Creators: Crafting intuitive tools for developers

Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

Work on cutting-edge technology with real-world impact

Collaborative and innovative environment

Competitive salary, equity, and benefits

Professional development opportunities