Founding Support Engineer (Remote)

Communicate clearly and empathetically with developers and non-technical users. Excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks). Comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros. 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. Supported API-first or developer-tooling products. Used observability stacks (logs/metrics/traces) and basic SQL to investigate issues. Worked with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines. Experience applying LLMs to customer-support workflows (classification, summarization, reply suggestions).

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.