Technical Support Engineer - US
Factory · San Francisco, CA
About this role
## About Factory Our mission is to create a world where software builds and improves itself. We build the platform for self-improving software development, helping enterprise engineering teams turn their organizations into autonomous software factories. Customers including Nvidia, Blackstone, Royal Bank of Canada (RBC), Palo Alto Networks, Adobe, and T-Mobile use Factory to ship code, review PRs, run tests, and deploy continuously—getting smarter with every cycle. ## About the Role Factory is bringing autonomy to software engineering. We’re looking for a **Technical Support Engineer** to ensure customers get maximum value from our developer-centric platform. This role sits at the intersection of **customer success, product management, and engineering**. You’ll partner with customers to resolve **architecture, performance, and operational** challenges, and contribute to internal tools that improve the platform’s scalability. **Location:** In-office, **5 days/week** in **San Francisco** (walking distance to Caltrain) ## What You Will Do - **Solve complex customer challenges**: Work with customers on technical issues across architecture, performance, recovery, and security. - **Be a customer advocate**: Interface with product management and engineering to represent customer needs and ensure feedback informs the product. - **Develop tools and diagnostics**: Contribute to internal projects such as performance benchmarking, diagnostics, automation, and deployment/operational excellence playbooks. - **Collaborate cross-functionally**: Partner with customer success, growth, and engineering to design scalable processes and dashboards for data-informed decisions. ## Qualifications We’re looking for self-taught, curious, multi-faceted builders. Ideal candidates have strong technical experience in one or more of: - **Programming**: Python, Go, Java, C++, JavaScript/Node.js (or similar modern languages) - **Operational experience**: Administering large-scale production environments (hardware, OS, networks like firewalls/load balancers, and cloud platforms such as AWS, Azure, or Google Cloud) - **Communication**: Strong written and verbal communication - **Customer-first mindset**: Desire to help people and advocate for customer success - **Diagnostics**: Ability to investigate and solve problems calmly and effectively in real time - **Learning agility**: Rapidly learn new technical skills and adapt to emerging technologies - **Teamwork & judgment**: Know when to seek help or collaborate ## Nice to Have - Experience with **AI/ML** or **enterprise software** (especially B2B SaaS) - Prior work at startups or high-growth environments building processes/tools from scratch - Familiarity with **observability**, automation frameworks, or **CI/CD** pipelines - Basic coding/scripting beyond your primary language (e.g., integrations or automations)
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