Enterprise Support Engineer – West Coast

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the technical resolution for incoming enterprise inquiries and incidents.

• Execute code-level debugging and decide when to escalate issues to core Engineering teams.

• Examine logs, stack traces, and API usage patterns to pinpoint the origins of errors.

• Develop minimal reproduction scripts utilizing TypeScript, Python, or curl.

• Evaluate technical severity and business implications to prioritize critical issues.

• Supply technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error rate reporting.

• Provide clear updates during service disruptions to both executive and developer stakeholders.

• Transform investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.

• Relay recurring customer pain points and feature requests to Product and Engineering teams.

• Serve as the technical anchor and advocate for enterprise customers.

⛳️ Requirements

• 3–5+ years of experience in an external-facing support role in a B2B SaaS or API-first environment.

• Strong understanding of RESTful APIs, HTTP status codes, Server-Sent Event streaming, OAuth, Bearer tokens, Postman, or cURL.

• Proficiency in reading, interpreting, and debugging code in at least one common programming language, such as Python, TypeScript/Node.js, Go, or Java.

• Experience with querying logging and monitoring platforms like Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging.

• Basic knowledge of SQL or similar query languages.

• Availability to support West Coast business hours and clientele.

• Familiarity with Large Language Model mechanics and providers is a plus.

• Previous experience in supporting high-throughput, low-latency systems is a plus.

• Experience with Zendesk or similar tools and Slack is a plus.

🏝️ Benefits

• Equity.

• Remote work arrangement.

• Support for West Coast business hours.