Technical Support Engineer

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

📋 Description

• Address intricate customer challenges related to architecture, performance, recovery, and security.

• Provide guidance to customers on optimal practices for utilizing Factory’s platform.

• Convey customer requirements to product management and engineering teams effectively.

• Guarantee that customer insights influence product development.

• Create internal tools for performance benchmarking, diagnostics, and automation purposes.

• Assist in developing deployment and operational excellence playbooks.

• Work in partnership with customer success, growth, and engineering teams.

• Design scalable processes and dashboards to enable data-driven decision-making.

• Collaborate closely with leadership and technical teams to promote operational excellence as the company grows.

⛳️ Requirements

• Extensive technical experience in one or more relevant fields.

• Proficiency in one or more modern programming languages such as Python, Go, Java, C++, or JavaScript/Node.js.

• Experience managing large-scale production environments, including hardware, operating systems, networks, firewalls, load balancers, and cloud platforms like AWS, Azure, or Google Cloud.

• Exceptional written and verbal communication abilities.

• A genuine commitment to helping others and advocating for customer success.

• Strong diagnostic skills and the capability to calmly and effectively investigate and resolve problems in real-time.

• Capacity to quickly acquire new technical skills and adapt to new technologies.

• Excellent teamwork skills and sound judgment regarding when to seek assistance or collaborate.

• Experience with AI/ML or enterprise software, particularly in B2B SaaS, is a plus.

• Previous experience in a startup or high-growth environment is beneficial.

• Familiarity with observability tools, automation frameworks, or CI/CD pipelines is advantageous.

• Basic coding or scripting skills beyond the main programming language are considered a plus.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.