Senior Support Engineer

CrewAIAI Infrastructure

United StatesFull-TimeSenior

Salary not disclosed

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Job Details

Experience: 5+ years
Required Skills: PythonRESTful APIsDocumentationTechnical supportDebuggingDistributed Systems

5+ years of experience in technical support, developer support, solutions, or similar customer-facing technical roles, including experience as a senior or anchor.
Ability to read and interpret logs, stack traces, and API responses.
Proficiency with Python and command-line interfaces.
Experience reasoning about failure points in distributed systems.
Strong written communication skills for clear customer interaction and technical documentation.
Proven experience defining and owning support processes such as triage rules, SLAs, and severity models.
Ability to work independently and set direction in a fast-paced remote startup environment.
Experience with LLMs, agents, or developer tools is highly desirable.
Prior experience with issue-tracking systems such as Linear.
Experience supporting open-source developer communities or scaling support functions is a plus.

Serve as the primary technical point of contact for enterprise customers, resolving complex issues end-to-end.
Develop deep product expertise to resolve issues independently and identify proactive bug fixes.
Reproduce, diagnose, and triage technical issues by analyzing logs, traces, and root causes.
Manage technical handoffs to engineering by creating well-defined tickets with reproduction steps and context.
Define and maintain support SLAs, severity models, and escalation procedures.
Maintain and create documentation, including knowledge bases, FAQs, and troubleshooting guides.
Design and execute structured onboarding processes to accelerate time-to-value for enterprise users.
Synthesize recurring customer feedback into actionable product and engineering insights.

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