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.
Schedule & Availability
This role operates on a follow-the-sun model to support 24x7 global coverage. As part of this structure, the position requires working one weekend day. Shifts are either Sunday–Thursday or Tuesday–Saturday, assigned based on regional coverage needs.
During your onboarding period, you will start on a standard Monday–Friday schedule before transitioning to your assigned shift.
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 InfrastructureHelp 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 DebuggingInvestigate issues across document processing pipelines and API behavior
Identify root causes, not just workarounds, and validate fixes
Partner Cross-FunctionallyWork closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers
Act as the voice of the customer for enterprise deployments
Improve the SystemBuild runbooks, troubleshooting guides, and internal tooling
Identify patterns and drive improvements in reliability and supportability
What You Bring
- 5+ 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
Why You’ll Love It Here
Real Customer Impact: Work with top global companies solving bleeding-edge AI use cases
Mission-Critical Work: Your solutions will directly power AI deployments in production
Ownership & Autonomy: Be trusted to drive results and innovate from day one
Elite Team: Join world-class builders who value humility, speed, and precision
Strong Benefits: Competitive salary, full health benefits, equity, and parental leave
Ready to help companies unlock the full power of unstructured data?
Apply now to join Unstructured and shape the future of AI delivery.
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