Technical Support Engineer

Who We Are:

• On a mission to ensure businesses never fail due to a third-party incident, leveraging cutting-edge AI and LLM technologies.
• Backed by tier-1 VCs, already tens of serving paying customers, and poised to triple our team in two years.
• Driven by transparency—we give top talent the full context to own their work and solve challenging problems.
• We value spontaneous discussions over formal meetings and believe working together in the same room is the fastest (and most fun) way to solve complex challenges.
• We move fast, building on a modern, scalable stack designed for high-performance data processing and ML/LLM operations—Golang, Huggingface, LangSmith, gRPC, ConnectRPC, Bufstream (Kafka-like, streaming platform), Redis, Kubernetes, Terraform, and ArgoCD.
• We heavily invest in DevEx with tools like Cursor and Okteto (read our case-study here - https://www.okteto.com/customers/lema-ai/) to ensure engineers can focus on delivering value.

Who You Are:

• Have at least 3 years of previous experience in technical support, Tier 1-2, role (preferably in a startup or similar high-paced environment)
• Experienced with writing SQL queries, Infrastructure & Application Monitoring Tools
• Excellent problem-solving skills and the ability to think critically and logically
• Strong communication and customer service skills, including the ability to explain technical concepts in a clear and concise manner
• Able to work well in a team and collaborate with other professionals to ensure high-quality of service
• Able to work well under pressure and handle multiple tasks at once.
• High proficiency in spoken and written English

What You’ll Do:

• Communicate effectively with customers to understand their technical issues and needs (Tier 1-2)
• Troubleshoot and resolve complex technical issues in a timely and efficient manner
• Contribute to the development of technical support documentation and processes
• Escalating complex issues to next-tier support as needed
• Drive to resolution & monitor the support process through various escalation channels
• Provide feedback on ways to improve the customer support experience

Great to Haves (Bonus Points):

• Knowledge of Cyber Security and Risk Management products and standards
• Bachelor’s degree in Computer Science or a related field (or equivalent)
• Previous experience working in startup companies
• Proven experience and understanding of Docker containers (advantage: Kubernetes)