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Senior Technical Support Engineer

Unstructured· Support
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Remotefull-timePosted 6mo ago

About the role

Supporting enterprise customers by troubleshooting complex cloud infrastructure, Kubernetes, networking, and data pipelines, primarily in AWS, GCP, or Azure environments.

Responsibilities

  • 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.
  • Help 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.
  • Investigate issues across document processing pipelines and API behavior.
  • Identify root causes, not just workarounds, and validate fixes.
  • Work closely with Engineering, Forward Deployed Engineers, and Solutions teams on escalations and blockers.
  • Act as the voice of the customer for enterprise deployments.
  • Build runbooks, troubleshooting guides, and internal tooling.
  • Identify patterns and drive improvements in reliability and supportability.

Qualifications

  • 3+ 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 engineers and customer teams.
  • High ownership, strong troubleshooting instincts, and ability to operate in ambiguous, fast-moving environments.

Skills

Required:Cloud environmentsKubernetes and DockerPython scriptingDistributed systems debuggingSystems debugging toolsCommunication skillsOwnership and troubleshooting instincts

Benefits

  • Competitive salary.
  • Full health benefits.
  • Equity.
  • Parental leave.
Last updated Apr 12, 2026. Interested? Apply on the company site.
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