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Technical Support Engineer - US

Factory· Operations
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San Francisco, CAFull-timePosted 2mo ago

About the role

Technical Support Engineer to ensure customers get maximum value from Factory's developer-centric platform, partnering with customers to resolve architecture, performance and operational challenges, and contributing to internal tools to improve product scalability. In-office role in San Francisco, 5 days/week.

Responsibilities

  • Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform.
  • Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
  • Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
  • Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.

Qualifications

  • Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
  • Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
  • Excellent written and verbal communication skills.
  • A genuine desire to help people and advocate for customer success.
  • A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time.
  • A capacity to rapidly learn new technical skills and adapt to emerging technologies.
  • Strong teamwork skills and sound judgment on when to seek help or collaborate.

Skills

Required:Programming languagesOperational experienceCommunicationCustomer advocacyProblem solving / diagnosticsLearning agilityTeamwork

Benefits

  • Nice to Have: Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory’s mission.
  • Nice to Have: Prior work at startups or in high‑growth environments where you built processes and tools from scratch.
  • Nice to Have: Familiarity with observability tools, automation frameworks or CI/CD pipelines.
  • Nice to Have: Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).
Last updated Oct 8, 2026. Interested? Apply on the company site.
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About Factory

Build faster with AI coding agents.

Build faster with AI coding agents. Factory Droids automate coding, testing, and deployment for startups and enterprises.

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