About The RoleAs a Senior Support Engineer working on production operations, you will play a foundational role in owning, maintaining, and improving customer workflows once they move from active build into steady state. The platform is used by organizations worldwide to deploy and scale executable AI automations in mission critical production environments, including large enterprise health systems like Cleveland Clinic. You are expected to have a strong proficiency in fundamentals of software engineering, a willingness to pick up deep context on complex production systems, and an ability to work independently in ambitious environments.
What You'll Do- Own ongoing support and maintenance for production workflows once they move out of active development
- Triage and resolve escalations, looping in engineering only when a fix requires it
- Make small improvements and fixes directly, without requiring a full rebuild from the original engineering team.
- Build deep working knowledge of our most complex customer environments to ensure nothing is lost in handoff.
- Collaborate closely with Forward Deployed Engineers and product to flag patterns or recurring issues that point to bigger gaps.
- Communicate clearly and consistently with customers on the status of issues and fixes.
What We're Looking For- Proven track record of owning and resolving technical issues in a production environment
- Solid fundamentals in software engineering, with enough fluency to read code and make small fixes yourself
- Strong communication skills and an ability to earn trust working closely with engineers day to day
- Attention to detail and a first-principles approach to diagnosing issues in complex, real world systems
- Experience supporting software in a customer facing, mission critical setting
