Associate Support Engineer

Augment Computing • Palo Alto, CA

31d • $160,000 - $200,000

About The Position

As an Associate Support Engineer, you'll be on the front lines helping developers solve technical challenges with Augment Code. This is a highly technical role where you'll diagnose IDE issues, troubleshoot integration problems, and ensure every developer gets the support they need to succeed. You'll gain deep expertise in AI-assisted development tools while building the foundation for a world-class support organization. This role is based in the North America region, providing coverage during standard business hours (Pacific/Eastern time zones) as part of our follow-the-sun support model.

Requirements

• Above all have a passion for solving technical problems and thrive in being an efficiency agent in technical teams
• Have 1-3 years of experience in technical support, software engineering, customer success, or related technical roles
• Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience)
• Are familiar with using Python, JavaScript, TypeScript, or similar languages
• Demonstrate strong problem-solving skills with a passion for digging deep into technical issues
• Show genuine curiosity about AI and LLMs, with eagerness to learn about AI-assisted development tools
• Possess excellent communication skills, able to explain technical concepts to diverse audiences
• Have strong track record of troubleshooting technical problems in fast-paced environments
• Demonstrate learning agility and eagerness to grow under mentorship
• Are automation-first minded, constantly seeking opportunities to eliminate toil
• Have an understanding of cloud infrastructure (AWS, GCP, Azure) basics
• Can work cross-functionally in a high-trust environment, coordinating efforts across teams
• Have passion for AI and developer tools, with hands-on experience using or supporting AI/ML platforms
• Are open to flexible scheduling as the team grows, able to flex to customer demands

Nice To Haves

• Experience with SRE practices and observability tools
• Deep knowledge of IDE architectures and extension development
• Experience with infrastructure as code (Terraform, Pulumi, etc.)
• Previous experience at a high-growth developer tools or infrastructure company
• Track record of building support platforms or developer productivity tools
• Experience with observability platforms (Datadog, New Relic, Grafana, etc.)
• Contributions to open-source projects or technical community leadership
• Proficiency in Spanish, Mandarin, or other languages
• Experience working with Fortune 500 Enterprise customers

Responsibilities

• Provide exceptional technical support via support portal tickets, chat, email, and Enterprise shared Slack channels to developers using Augment Code across IDEs (VS Code, JetBrains, Vim, Neovim, Zed)
• Debug and troubleshoot technical issues related to IDE integrations, AI agent behavior, codebase indexing, and developer workflows
• Reproduce and document software bugs and usability problems, working closely with Engineering to drive resolution
• Triage incoming requests across multiple channels, ensuring proper prioritization and routing of customer issues
• Build knowledge base content and internal documentation to scale support operations and empower both customers and teammates
• Collaborate cross-functionally with Solutions Architects, Account Executives, Engineering, and Product teams to advocate for customer needs
• Escalate complex issues to Support Engineers and Senior Support Engineers when needed, providing clear context and documentation
• Learn and grow through mentorship from experienced Support Engineers, building technical expertise over time

Benefits

• Founding team opportunity - Be among the first support engineers and help shape the organization's future
• Comprehensive benefits - Health, Dental, Vision, and Life Insurance; Short and Long Term Disability
• Flexible work arrangements - Hybrid model with flexibility; potential 4-day workweek options
• Unlimited PTO - We focus on trust and ownership, not time in the chair
• Professional development - Work directly with cutting-edge AI technology and learn from world-class engineering teams
• Tools stipend - Get the equipment and tools you need to succeed
• Leadership opportunities - Clear path to Lead Support Engineer and management roles as the team scales to 10-15 people
• High impact - Your work will directly influence product direction and customer success at scale
• Company culture - Numerous social events and a collaborative, innovative environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Number of Employees: 51-100 employees