Remote job
Support Engineer
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About this role
Role overview Provide technical support for a software platform used to create and evaluate labeled data. You’ll investigate customer issues, coordinate fixes with product and engineering partners, and help improve support processes, documentation, and automation as the function grows.
Responsibilities - Respond to customer questions about installation, configuration, and product use through email and support tickets. - Diagnose software problems using debugging tools, logs, and evidence from cloud, API, browser, and container environments. - Work with product, engineering, and customer success teams to identify causes and resolve issues. - Keep customers informed with clear, structured updates during investigations. - Write internal and customer-facing documentation that improves support quality and self-service. - Identify ways to make support workflows more effective, including through tooling and automation.
Requirements - Three to five years of technical support or support engineering experience with SaaS or developer-focused software. - Strong troubleshooting skills across cloud services, APIs, browser behavior, and containerized systems. - Ability to script or automate tasks using Python or JavaScript. - Familiarity with AWS services such as EC2, S3, Lambda, and IAM. - Strong analytical and problem-solving skills, with clear written and verbal communication. - Ability to manage competing priorities and work closely with technical and customer-facing teams.
Nice to have - Experience with machine learning concepts or models, AI workflows, or data labeling pipelines. - Familiarity with Kubernetes, container orchestration, infrastructure troubleshooting, REST APIs, or external service integrations. - Exposure to Agile development practices.
Benefits and work setup - Hiring is open across North America, South America, and Europe. - The stated U.S. base salary range is $75,000–$90,000; compensation elsewhere is based on regional market rates. Final pay may vary with experience, expertise, and relevant industry knowledge.