Support Engineer

Modal

96d

About The Position

Modal is looking for a Support Engineer to be the voice of our customer experience. As our user base grows rapidly, we need someone who can provide exceptional support to developers building the next generation of AI applications. You will respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner. You will troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows. Additionally, you will guide users through documentation, tutorials, and best practices for using Modal, escalate complex technical issues to engineering teams while providing clear context and reproduction steps, and maintain and improve our knowledge base, FAQs, and support documentation. You will also track common support requests and work with product teams to identify opportunities for platform improvements, monitor community channels (Slack, Reddit, etc.) and provide helpful responses to user questions, collaborate with sales and customer success teams to ensure smooth customer onboarding, and help identify and communicate customer feedback to inform product roadmap decisions.

Requirements

• 3-5 years of customer support or technical support experience, preferably with developer-facing products
• Strong written communication skills with ability to explain technical concepts clearly and patiently
• Basic technical background with familiarity in Python, command line tools, and web technologies
• Experience with ticketing systems, knowledge bases, and support workflows
• Customer-first mindset with genuine interest in helping developers succeed

Nice To Haves

• Understanding of cloud platforms, APIs, or developer tools
• Basic familiarity with containerization, serverless computing, or ML/AI workflows
• Experience supporting SaaS or infrastructure products
• Knowledge of Git, package management, or deployment processes
• Knowledge of Go or TypeScript, our official SDK languages

Responsibilities

• Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner
• Troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows
• Guide users through documentation, tutorials, and best practices for using Modal
• Escalate complex technical issues to engineering teams while providing clear context and reproduction steps
• Maintain and improve our knowledge base, FAQs, and support documentation
• Track common support requests and work with product teams to identify opportunities for platform improvements
• Monitor community channels (Slack, Reddit, etc.) and provide helpful responses to user questions
• Collaborate with sales and customer success teams to ensure smooth customer onboarding
• Help identify and communicate customer feedback to inform product roadmap decisions

What This Job Offers

• Number of Employees: 11-50 employees