[Hiring] Senior Technical Support Engineer @Unstructured

Role Description

As a Technical Support Engineer, you’ll work directly with enterprise customers to troubleshoot issues across cloud infrastructure, Kubernetes, networking, and data pipelines. This is not SaaS support; you’ll be operating inside complex, customer-owned environments and partnering closely with Engineering to resolve root causes.

What You’ll Do

• Own Production Issues
  • Triage and resolve customer issues across VPC deployments, APIs, and data pipelines
  • Debug production systems using logs, metrics, and system-level analysis
  • Reproduce issues and drive them to resolution with Engineering
• Support Customer Infrastructure
  • Help customers operate Unstructured in AWS, GCP, or Azure environments
  • Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues
  • Guide customers on running reliable, production-grade deployments
• Go Deep on Debugging
  • Investigate issues across document processing pipelines and API behavior
  • Identify root causes, not just workarounds, and validate fixes
• Partner Cross-Functionally
  • Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers
  • Act as the voice of the customer for enterprise deployments
• Improve the System
  • Build runbooks, troubleshooting guides, and internal tooling
  • Identify patterns and drive improvements in reliability and supportability

Qualifications

• 3+ years in Technical Support, SRE, DevOps, or similar roles supporting production systems
• Strong experience with cloud environments (AWS, GCP, or Azure), especially VPC networking
• Hands-on experience with Kubernetes and Docker
• Proficiency in Python skills for scripting, API integration, and automation
• Proven ability to debug production or distributed systems end-to-end
• Comfortable working with APIs, logs, and system-level debugging tools
• Strong communicator who can work effectively with both engineers and customer teams
• High ownership, strong troubleshooting instincts, and ability to operate in ambiguous, fast-moving environments

Bonus Points

• Experience supporting self-hosted or single-tenant deployments
• Familiarity with Terraform, Pulumi or other IaC tools
• Experience with observability tools (Datadog, Prometheus, Grafana)
• Python or scripting experience for debugging and automation
• Exposure to data pipelines, ETL workflows, or AI/LLM systems
• Experience working in early-stage or high-growth startups

Benefits

• Competitive salary
• Full health benefits
• Equity
• Parental leave