Senior Support Engineer

Senior Support Engineer

Reporting to: Wayne Tombo

Business need for the hire: Two roles hiring for, one in Americas (SF or Brazil) and one in APAC (India). Need to maintain SLAs with current customer base. Wider team and where this role sits: Working on the support team with Wayne and four others currently. Urgency is due to handling volume.

Essential skills required to interview a candidate: Senior engineer (3-4+ YOE) startup background, has worked on on-prem products, experience with Python, fairly technical and has worked on platform-focused products, on prem expertise is really important, someone strong in de-bugging, troubleshooting, support engineer who just became Senior, or ready to move into Senior, someone who thrives in chaos and startup life, needs to be able to prioritize and manage, uses good critical-thinking.

50-60 hour week, startup grind environment, ok with on-call rotation.

Key Attributes: Someone with good experience in ownership, someone who is curious and interested in being a problem-solver, someone who cares about what they do, wants to help people and customers, good communication, team player, good English - will be on customer calls, 10-20% of the role is almost like an FDE, helping customers onboard and use the products Founders tend to like to see good schools - less important for this position but need to have a US degree AI-native companies, infra-heavy companies.

Questions to screen candidates: Have you worked in this type of environment before? How do you prioritize? Looking for an ability to show critical thinking and problem solving skills How do you handle when you have a commitment to a customer, but internal team has pushback on the customer requests? How do you handle managing stress and a tough workload, how do you escalate? What does a good/bad engineer look like?

Interview Process: Intro chat with Wayne (30 min) Deep dive scenario base with Wayne (45 min-hour) Technical interview with Krish (SF onsite interview)

Selling points of the role/company: Gateway to use over 100 LLMs Used by most of the enterprise companies (NASA, Adobe, NVIDIA) Growing incredibly fast YC company, raised seed round and hasn't raised another since because they are fully profitable $14M ARR, 1M month over month Scrappy, small team who is growing fast Amazing product with lots of work needing to be done Location: SF Can cover relocation but preference for SF Salary: 120-170k base + equity, flex above for a rockstar Can cover relocation costs (has done up to 15-20k in the past - preference for someone already here) Benefits: equity (no target range, depends on position) 401k program with 3.5% company match Visa Sponsorship/Relocation package etc: Yes on both