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Factory is seeking a Technical Support Engineer to help customers maximize value from its developer-centric autonomous software engineering platform. This role bridges customer success, product management, and engineering, requiring someone who can solve complex technical challenges while advocating for customer needs.
Key responsibilities include:
- Resolving customer technical issues across architecture, performance, recovery, and security, becoming a subject-matter expert on Factory's platform best practices
- Serving as a customer advocate to product and engineering teams, ensuring feedback informs product development
- Building internal tools and diagnostics for performance benchmarking, automation, and operational excellence
- Cross-functional collaboration with customer success, growth, and engineering teams to design scalable processes and data-driven dashboards
Ideal candidates bring strong technical foundations in modern programming languages (Python, Go, Java, C++, JavaScript/Node.js) and operational experience managing large-scale production environments, including cloud platforms (AWS, Azure, GCP), infrastructure, networking, and systems administration. Excellent written and verbal communication skills are essential, along with genuine customer advocacy instincts, strong diagnostic abilities, and capacity to learn rapidly.
Nice-to-have qualifications include experience with AI/ML, B2B SaaS, startup environments, observability tools, CI/CD pipelines, and scripting beyond a primary language. This is an opportunity to shape how Factory builds and delivers autonomous software while working closely with leadership and technical teams.
