Senior Technical Support Engineer | New York, NY | Avg $160K-$180K + Equity
$160k - $180kDirect Line Workforce Solutions
Job Description
Job Description
Senior Technical Support Engineer | New York, NY | Avg $160K–$180K + Equity
Role Overview
A rapidly scaling infrastructure startup is seeking Senior Technical Support Engineers to help build and scale a world-class technical support organization supporting enterprise engineering customers.
This is a highly technical, founding-style support role where you will work directly with engineering teams using advanced CI infrastructure while helping define support operations, processes, escalation workflows, and customer support standards as the company scales.
The ideal candidate has deep technical support experience supporting developer-focused products, thrives in fast-moving startup environments, and enjoys solving complex technical issues while improving systems and operational workflows.
About the Company
The company is one of the fastest-growing infrastructure startups in the United States, backed by Google Ventures and Y Combinator. The platform supports enterprise engineering teams using advanced CI infrastructure and distributed systems technologies.
The founding team brings infrastructure and systems experience from organizations including Faire, Cockroach Labs, and Zapier. The company has experienced rapid revenue growth and is continuing to expand aggressively into enterprise customers.
Key Responsibilities
Technical Support & Troubleshooting
Diagnose and resolve complex technical issues for engineering customers
Support enterprise users leveraging CI infrastructure and distributed systems
Troubleshoot issues across CI/CD workflows, infrastructure systems, and developer tooling
Work directly with customers through Slack, Pylon, and support channels
Reproduce technical issues and collaborate closely with engineering teams to resolve problems
Support Operations & Process Development
Help build and scale a world-class technical support organization
Develop support playbooks, escalation workflows, SLAs, and operational processes
Identify recurring customer pain points and improve support workflows
Create feedback loops between support, product, and engineering teams
Help establish best practices and support standards as the organization grows
Automation & Infrastructure Support
Build automations and leverage AI tooling to improve support efficiency
Support infrastructure technologies including CI/CD systems, Docker, Linux, and distributed systems
Contribute to operational scaling and process optimization initiatives
Support developer-focused tooling and infrastructure environments
Team Collaboration & Growth
Mentor future support engineers as the team expands
Collaborate cross-functionally with engineering and product teams
Support customer onboarding and enterprise support initiatives
Help shape support culture and operational excellence standards
Requirements
Minimum 5 years of technical support or support engineering experience
Experience supporting developer-focused or engineering-heavy products
Experience working within established support organizations or scaling startup environments
Proven experience improving support processes and operational workflows
Strong troubleshooting and technical problem-solving abilities
Comfortable working directly with engineers and highly technical users
Strong communication and customer-facing skills
Ability to manage high volumes of technical interactions effectively
Technical Experience
GitHub Actions
CI/CD systems
Docker
Linux
Distributed systems
Developer tooling environments
AI/LLM tooling exposure preferred
Preferred Qualifications
Experience with infrastructure or developer platform companies
Familiarity with AI tooling such as Claude or MCP
Experience building automations for support workflows
Startup or high-growth SaaS environment experience
Strong operational and process improvement mindset
Experience mentoring or helping scale support teams
Compensation & Benefits
Avg Salary: $160,000–$180,000
Competitive Equity Package
401(k) Matching
12 Weeks Parental Leave
Comprehensive Health Coverage
Relocation Assistance Available for Exceptional Candidates
Work Environment
Fully onsite in Flatiron, New York City
Fast-paced startup environment
Small, highly collaborative support organization
Direct exposure to enterprise engineering customers
Opportunity to shape support systems and processes from the ground up
Ideal Candidate
Highly technical support engineer with infrastructure mindset
Strong communicator who enjoys solving customer problems
Comfortable in high-growth startup environments
Self-starter with strong ownership mentality
Passionate about developer tooling and infrastructure systems
Interested in helping build scalable support operations
Thrives in collaborative, fast-moving engineering cultures
$200k - $300k
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