Senior Technical Support Engineer
Unstructuredtechnologies
Apply to this jobAs 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
-
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 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
Own Production Issues
Support Customer Infrastructure
Go Deep on Debugging
Partner Cross-Functionally
Improve the System
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.
Summary
Support enterprise clients with troubleshooting cloud, Kubernetes, networking, and data systems in production environments
Job title
Senior Technical Support Engineer
Experience level
5+ years
Industry
software
Location requirements
remote work; requires work on regional shifts
Salary
Not specified
Management role
No
Required skills
Preferred skills
Specializations
Structured locations inferred from the posting.
United States