Technical Support Engineer - US

The role

You will partner with customers to resolve architecture, performance and operational challenges. You will also contribute to internal tools that improve product scalability.

What you will do

• Solve complex customer challenges in architecture, performance, recovery and security.
• Serve as an advocate for customers by interfacing with product management and engineering.
• Develop tools and diagnostics 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 (e.g., writing integrations or automations)

About the company

Factory builds the platform for self-improving software development to help enterprise engineering teams become autonomous software factories.