Factory
Technical Support Engineer - EMEA
London, UK. Posted 2 months ago
The role
You will solve complex customer challenges regarding architecture, performance, recovery, and security. You will also develop internal tools and diagnostics to improve product scalability.
What you will do
- Solve complex customer challenges in architecture, performance, recovery and security.
- Become an expert resource on best practices for running Factory's platform.
- Interface with product management and engineering teams to represent customer needs.
- Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation.
- Help shape playbooks for deployment and operational excellence.
- Partner with customer success, growth, and engineering to design scalable processes and dashboards.
Required qualifications
- Proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
- Experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
- Excellent written and verbal communication skills.
- A genuine desire to help people and advocate for customer success.
- A strong diagnostic instinct to investigate and solve problems calmly and effectively in real time.
- A capacity to rapidly learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment on when to seek help or collaborate.
Nice to have
- Experience with AI/ML or enterprise software (especially B2B SaaS)
- Prior work at startups or in high-growth environments where you built processes and tools from scratch
- Familiarity with observability tools, automation frameworks or CI/CD pipelines
- Basic coding or scripting abilities beyond your primary language
About the company
Factory builds the platform for self-improving software development to help enterprise engineering teams become autonomous software factories. The company has raised over $400M in total funding.