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Ditto is a fast-growing startup redefining how data moves at the edge with a peer-to-peer sync engine that enables real-time applications to work seamlessly regardless of network conditions. The company has raised over $145 million and is trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military across aviation, retail, travel, hospitality, and defense sectors.
As a Senior Technical Support Engineer, you will serve as a trusted technical advisor and frontline champion for high-profile enterprise customers. You'll be responsible for reproducing, debugging, and escalating technical issues in partnership with Engineering and Product teams. Acting as the initial escalation point for Ditto's SDK and Cloud products, you'll work directly with developers to provide guidance and resolve complex issues.
Key responsibilities include responding to live escalations and production incidents while coordinating with internal teams and customer stakeholders. You'll participate in a 24/7 on-call rotation to support critical customer needs and collaborate with Engineering to communicate incident status and contribute to root cause analyses. Beyond reactive support, you'll build tools and automation to improve support workflows, reduce response time, and create self-service opportunities using AI and other tools.
You'll advocate for customer needs and influence product improvements based on real-world feedback, continuously sharpening your troubleshooting skills through exposure to challenging technical problems. This is a hands-on, high-impact role ideal for someone excited to work at the intersection of product, engineering, and customer success.
Required qualifications include 3-5+ years of experience in technical support engineering or software engineering roles. You must have the ability to translate complex and ambiguous problem sets into clear hypotheses and solutions, with deep experience in at least one relevant subject area such as Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems. A Bachelor's degree in Computer Science or equivalent experience is required, along with the ability to read and follow code and GitHub commits. Strong customer-facing soft skills including active listening, customer empathy, and expectation-setting are essential.
Nice-to-have qualifications include prior experience in hyper-growth companies, passion for building support functions from 0 to 1, and a track record of building strong relationships with Fortune 500 companies.
