As the Founding Support Engineer, you’ll take full ownership of technical support for a platform that plays a critical role in nuclear and utility operations. This is not a reactive helpdesk role—you’ll proactively monitor system health, identify issues before they impact customers, and ensure rapid resolution when problems arise. Your work directly contributes to the safety and stability of mission-critical infrastructure.
What You’ll Do
- Lead end-to-end technical support by diagnosing escalated issues, filtering out configuration errors, and clearly documenting bugs for engineering teams
- Monitor alerts, dashboards, and customer environments to detect problems early and reduce incident response time
- Translate customer-reported issues into actionable technical insights, shielding engineers from noise while ensuring urgent matters are escalated appropriately
- Design and implement the first versions of our support infrastructure: triage workflows, internal SLAs, escalation protocols, and a searchable knowledge base
- Replace informal support channels with a structured ticketing and severity classification system to improve accountability and tracking
- Review and refine the existing monitoring stack, identifying blind spots and establishing daily health checks across all customer deployments
- Resolve legacy support tickets, document root causes, and reduce repeat escalations through improved documentation and tooling
What We’re Looking For
- At least two years in technical support, SRE, or a similar role at a software company, with direct experience troubleshooting in Linux, Docker, and Kubernetes environments
- Proven ability to read logs, debug infrastructure issues, and communicate findings clearly in writing
- Experience deploying and supporting applications in cloud or on-prem environments, including air-gapped systems
- Self-directed mindset—you thrive in fast-moving environments where ownership and initiative are expected
- U.S. citizenship or permanent residency is required due to export control regulations
Nice to Have
- Background in utility IT, energy systems, or other regulated sectors
- Familiarity with observability tools such as Datadog, PagerDuty, or BetterUptime
- Experience supporting early-stage startups in customer-facing technical roles
Work Environment
This is a hybrid role based in Phoenix, with a requirement to be in-office at least 80% of the time. The schedule follows a Mon–Fri cadence with remote flexibility on Wednesdays. You’ll operate with significant autonomy in a lean, high-impact team where every decision shapes the future of the platform.
Compensation & Benefits
Salary ranges from $84,000 to $161,000, with an equity grant of 0.01% to 0.02%. Benefits include unlimited paid time off, comprehensive health, dental, and vision insurance, and a 4% 401(k) match.
