Senior Support Engineer

Augment Computing • Palo Alto, CA

34d • Hybrid

About The Position

As a Senior Support Engineer, you'll be among the foremost technical experts for Augment Code's platform. You'll tackle the most complex customer challenges, design scalable support processes, mentor the team, and serve as a critical bridge between customers and engineering. This is a high-impact role where you'll shape the future of technical success/support in the AI era, working on low-volume, high-difficulty problems that require deep technical expertise and creative problem-solving. 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 6-8+ years of experience in technical support, SRE/NOC, software engineering, or related technical roles
• Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience)-a strong software engineering foundation is important for this role's success
• Are very comfortable with using Python, JavaScript, TypeScript, or similar languages, to build production-quality tools
• Demonstrate expertise in distributed systems, cloud infrastructure, APIs, and modern software architecture
• Show familiarity with modern monitoring, alerting, and observability practices, with hands-on experience setting up metrics, logging, and tracing for distributed systems
• Possess exceptional communication skills, able to explain complex technical issues to both engineering and non-technical stakeholders, including executives
• Have strong track record of troubleshooting complex technical problems at the systems level in fast-paced, mission-critical environments
• Demonstrate leadership and mentorship abilities, with experience raising the technical capabilities of teams
• Are automation-first minded, constantly seeking opportunities to eliminate toil and scale operations
• Have solid understanding of cloud infrastructure (AWS, GCP, Azure) and are comfortable with load balancers, databases, containerized applications, and Kubernetes
• Can work cross-functionally in a high-trust environment, coordinating efforts across teams during incidents
• 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, SLIs/SLOs, and alert tuning
• 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

• Be among the foremost technical and troubleshooting experts for Augment Code's platform-you are the last line of defense before the core Engineering team
• Solve the most difficult technical problems faced by our strategic Enterprise customers, including complex integration issues, performance optimization, and architectural challenges
• Design and run operational processes to monitor top strategic customers and proactively help them evolve efficiency
• Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies
• Partner with Engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates
• Build sophisticated internal tools and automation using Python, JavaScript, or other languages to scale support operations
• Mentor and develop Support Engineers and Associate Support Engineers, establishing best practices and raising the technical bar
• Influence product roadmap by synthesizing customer feedback and identifying strategic opportunities

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: Mid Level
• Industry: Publishing Industries
• Number of Employees: 51-100 employees