Support Engineer

Reducto • San Francisco, CA

54d • Onsite

About The Position

Reducto helps AI teams ingest real world enterprise data with state of the art accuracy.
The vast majority of enterprise data — from financial statements to health records — is locked in unstructured file formats like PDFs and spreadsheets. We train vision models to read those documents the way a human would, and make it possible to build products, train models, and automate processes at scale.
We’ve grown incredibly quickly, growing revenue by 7x YOY, and now work with hundreds of companies ranging from leading AI teams (Harvey, Vanta, Scale), through to enterprise (FAANG, top 3 trading firm).
We're raised over 100M from world class investors like A16z, Benchmark, and First Round Capital, and are hiring a Support Engineer.
We would love to meet you if you:
Communicate clearly and empathetically with developers and non-technical users.
Are excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks).
Are comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros.
Have strong product sense: you don't just fix symptoms — you propose changes that eliminate whole classes of issues.
Thrive in a high-ownership, early-stage environment and bias toward action.
This is an in person role at our office in SF. We’re an early stage company which means that the role requires working hard and moving quickly. Please only apply if that excites you.

Requirements

• Communicate clearly and empathetically with developers and non-technical users.
• Are excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks).
• Are comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros.
• Have strong product sense: you don't just fix symptoms — you propose changes that eliminate whole classes of issues.
• Thrive in a high-ownership, early-stage environment and bias toward action.

Nice To Haves

• Have supported API-first or developer-tooling products.
• Have used observability stacks (logs/metrics/traces) and basic SQL to investigate issues.
• Have worked with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines.
• Have experience applying LLMs to customer-support workflows (classification, summarization, reply suggestions).

Responsibilities

• Be the front line for developers using Reducto's API — triage, reproduce, and resolve issues across auth, webhooks, rate limits, schema/field extraction, and SDKs.
• Own the debugging loop end-to-end — capture great repros, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering.
• Build durable support processes — write playbooks, macros, and self-serve docs; instrument queues and SLAs; tighten feedback loops so issues don't repeat.
• Use AI to move faster — summarize long logs, cluster similar tickets, propose replies, and draft docs; measure where AI assists actually reduce time-to-resolution.
• Champion the developer experience — spot rough edges in our API, docs, and tooling; partner with Engineering and Product on roadmap fixes and quality-of-life improvements.

Benefits

• Unlimited PTO: We believe great work requires recharging
• Lunch: Receive a free lunch to eat with your teammates daily at the office
• Reimbursed Transportation: Provide us with your receipts and we’ll take care of the costs
• Insurance: Generous health insurance covering medical, dental, and vision
• Health and Wellness Budget: We provide up to $150/mo reimbursement for health and wellness spending, such as gym memberships, fitness classes, or similar
• Parental Leave: Work with us to build a leave schedule that works for you and your family

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed