Founding Lead Support Engineer
Core
Establish and lead enterprise support for an AI-first platform helping Fortune 500 companies deploy LLM-powered applications.
Role type
Founding Lead Support Engineer (Technical Support Engineering)
Builds
Support architecture, SLA frameworks, incident escalation paths, diagnostic runbooks, and self-service knowledge bases.
Domain
B2B SaaS, Enterprise AI, LLM-powered applications
Deliverable
production ML models
Required skills
Complex SQL queries, Log analysis (CloudWatch, Datadog, Splunk), REST APIs, JSON payloads, Webhooks, Enterprise authentication (SSO, SAML, OAuth), Generative AI tools (Claude Code, Cursor, Copilot), Troubleshooting microservices and databases
Preferred skills
Experience mentoring engineering colleagues, Building processes and technical standards
Technologies
CloudWatch, Datadog, Splunk, Grafana, Loki, GitHub, Claude Code, Cursor, Copilot, LLM APIs
Responsibilities
Define support architecture and SLA frameworks; Investigate and resolve complex production incidents across web apps and APIs; Act as an AI Support Orchestrator to configure autonomous AI tools for log analysis and triage; Partner with Product and Engineering to convert customer friction into product specs and bug fixes.
Seniority
Senior, hands-on IC
