Technical Support Engineer - US - Remote

Summary

Factory is bringing autonomy to software engineering through its developer-centric platform. The Technical Support Engineer will help customers resolve architecture, performance, recovery, security, and operational challenges while advocating for customer needs. The role also contributes to internal tools, diagnostics, scalable processes, and operational excellence.

Responsibilities

• Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform
• Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product
• Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence
• Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions

Skills

• • Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js
• • Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud
• • Excellent written and verbal communication skills
• • A genuine desire to help people and advocate for customer success
• • A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time
• • A capacity to rapidly learn new technical skills and adapt to emerging technologies
• • Strong teamwork skills and sound judgment on when to seek help or collaborate
• • Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory's mission
• • Prior work at startups or in high‑growth environments where you built processes and tools from scratch
• • Familiarity with observability tools, automation frameworks or CI/CD pipelines
• • Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations)

Qualifications

Must Haves

• • Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js
• • Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud
• • Excellent written and verbal communication skills
• • A genuine desire to help people and advocate for customer success
• • A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time
• • A capacity to rapidly learn new technical skills and adapt to emerging technologies
• • Strong teamwork skills and sound judgment on when to seek help or collaborate

Nice to Haves

• • Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory's mission
• • Prior work at startups or in high‑growth environments where you built processes and tools from scratch
• • Familiarity with observability tools, automation frameworks or CI/CD pipelines
• • Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations)