[Hiring] Senior Support Engineer @Anaconda, Inc.

Role Description

Our Global Services team supports customers building AI and data science systems on Anaconda at enterprise scale. As a Senior Support Engineer, you'll own the most complex technical escalations, build the tooling and automation that reduces manual support work, and help the team grow their technical skill.

• Own complex and escalated technical tickets from start to finish, coordinating across Product, Engineering, and Documentation teams when needed.
• Build runbooks, diagnostics, and troubleshooting playbooks that the team adopts and uses daily.
• Identify systemic patterns in ticket volume and turn them into automation, tooling, or process improvements that reduce human-touch work.
• Design and build AI-enabled support tooling that helps the team handle customer issues at scale.
• Drive multi-stakeholder escalations that require clear communication and influence across boundaries.
• Join customer calls on short notice to troubleshoot technical issues in real time.
• Carry on-call rotation for Enterprise customers requiring rapid response and resolution.
• Coach team members on troubleshooting approaches and help elevate their technical skill.

Qualifications

• 5+ years in technical support or customer-facing engineering roles.
• Experience building AI-powered tooling or automation to improve support operations.
• Proven ability to troubleshoot complex technical issues across distributed systems, APIs, and infrastructure.
• Experience creating technical documentation, runbooks, or diagnostic tools that others use.
• Track record of identifying recurring problems and implementing solutions that prevent future tickets.
• Strong written and verbal communication skills across chat, email, ticketing systems, and video calls.
• Comfortable working independently with minimal oversight.
• Available to carry on-call rotation and join customer calls on short notice.
• Ability to influence cross-functional teams without direct authority.
• You embody our values of Clarity, Care and Candor.
• You care deeply about fostering an environment where people of all backgrounds and experiences can flourish.

Requirements

• You've worked in fast-paced startup environments where you had to balance building for scale while solving immediate customer needs.
• You have experience at an open-source, AI, or data science company and understand the unique support challenges those environments bring.
• You exercise real judgment about where AI belongs in support workflows and where it doesn't, including when the answer is not to use it.
• You have a background in Financial Services and understand compliance, security, and enterprise deployment challenges.
• You've coached or mentored other support engineers and helped them grow their technical troubleshooting skills.
• You know when to escalate, when to dig deeper, and when a quick call will solve the problem faster than back-and-forth messages or emails.
• You embody our values: 'Curious by Default', 'Build Together', 'Own It', and 'Lead with Guts and Heart', and our behaviors: Clarity, Care and Candor.
• You care deeply about fostering an environment where people of all backgrounds and experiences can flourish.
• Experience working in a fast-paced startup environment.
• Experience working in an open-source, AI, or data science-oriented company.

Benefits

• Flexible Vacation Policy.
• Medical, Dental, and Vision Insurance.
• Short Term and Long Term Disability.
• Paid Parental Leave.
• Monthly Wellness Stipend.
• Employee Assistance Program and Mental Health Resources.