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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:
- Solving complex customer challenges in architecture, performance, recovery, and security, becoming an expert resource on best practices for running Factory's platform
- Serving as a customer advocate by interfacing with product and engineering teams to represent customer feedback and ensure it informs product decisions
- Developing internal tools and diagnostics for performance benchmarking, automation, and operational excellence
- Collaborating cross-functionally with customer success, growth, and engineering teams to design scalable processes and data-driven dashboards
Required qualifications:
- Strong technical experience in modern programming languages (Python, Go, Java, C++, JavaScript/Node.js)
- Experience administering large-scale production environments including cloud platforms (AWS, Azure, Google Cloud), operating systems, networks, and hardware
- Excellent written and verbal communication skills
- Genuine desire to help customers and advocate for their success
- Strong diagnostic and problem-solving instincts
- Ability to rapidly learn new technical skills and adapt to emerging technologies
- Strong teamwork and collaboration skills
Nice-to-have experience includes AI/ML or B2B SaaS, startup or high-growth environments, observability tools, automation frameworks, CI/CD pipelines, and scripting abilities beyond primary language.
