Technical Support Engineer, Unstructured.io
+ equity
Data prepping for Large Language Models
Be an early applicant
Data prepping for Large Language Models
21-100 employees
Be an early applicant
+ equity
21-100 employees
Company mission
To give organizations access to all of their data.
Role
Who you are
- 3+ years in Technical Support, SaaS Support, Technical Customer Success, or similar customer-facing technical roles
- Experience supporting SaaS products, APIs, or developer-focused platforms
- Strong troubleshooting and problem-solving skills, including working with logs, dashboards, APIs, and browser-based debugging tools
- Strong written and verbal communication skills
- Experience using Python for scripting, troubleshooting, or API interaction
- Experience working with support, ticketing, or issue-tracking platforms such as Zendesk, HubSpot, Pylon, Jira, or Linear
- Ability to manage multiple customer issues and priorities simultaneously
- Strong sense of ownership and attention to detail
- Ability to work effectively in fast-paced startup environments
Desirable
- Familiarity with AI, data platforms, ETL workflows, or cloud technologies
- Experience supporting enterprise customers
- Experience working in early-stage or high-growth startups
- Location & Schedule
- Remote role based in the Bay Area, California
- Sacramento area is a plus
- Must be able to work Pacific Time business hours
What the job involves
- As a Technical Support Engineer at Unstructured, you’ll support customers using our SaaS platform by troubleshooting product issues, assisting with onboarding and operational workflows, and helping resolve account and billing-related requests
- You’ll work closely with Engineering, Product, Sales, and Solutions teams to deliver a strong customer experience in a fast-moving startup environment
- This role is focused on supporting Unstructured’s SaaS offering and customer operations workflows rather than customer-managed infrastructure or self-hosted deployments
- Support Customers
- Respond to customer questions and technical issues through support channels
- Troubleshoot SaaS platform issues, API usage questions, workflow errors, and product behavior
- Help customers onboard and successfully adopt the Unstructured platform
- Guide customers on product functionality and best practices
- Handle Operational & Billing Requests
- Assist with account setup, access issues, usage questions, and billing-related requests
- Coordinate internally with Finance, Sales, and Operations teams when needed
- Ensure customer requests are handled quickly and professionally
- Investigate & Escalate Issues
- Investigate issues using logs, internal tooling, and product diagnostics
- Reproduce bugs and gather details for Engineering escalations
- Keep customers informed on status updates and resolution progress
- Work Cross-Functionally
- Partner closely with Engineering, Product, Sales, and Solutions teams
- Identify recurring customer pain points and workflow gaps
- Help improve support processes as the company scales
- Improve Support Operations
- Create and maintain troubleshooting guides, internal documentation, and runbooks
- Identify opportunities to improve the customer experience and support workflows
- Contribute to operational improvements and internal tooling
Our take
Unstructured.io is tackling a prevalent challenge in AI adoption - the difficulty of integrating complex, enterprise-sized data with Large Language Models (LLMs). The company's platform provides a solution by extracting and staging all data, even that which is in difficult-to-use formats, and making it compatible with LLMs.
Thus, the startup streamlines the time-consuming data preparation process, providing tools for otherwise complex tasks like removing unwanted elements, text concatenation, and Optical Character Recognition (OCR). It also tailors processing pipelines for specific document types, addressing a critical bottleneck in AI development workflows.
In enabling the seamless integration of LLMs with enterprise data, Unstructured's platform has the potential to unlock substantial productivity gains. As of March 2024, its open-source library has been download more than 6M times and by 2025, the total user base has grown significantly, with over 65,000 organizations now leveraging Unstructured tools. The company continues to develop its solution to the data-preparation bottleneck, a crucial component in meeting the evolving demands of enterprise-scale LLM deployments.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Mar 2024
$40m
SERIES B
Jul 2023
$20m
SERIES A
Total funding: $65m
Company HQ
SoMa, San Francisco, CA
Leadership
Brian S. Raymond
(Founder & CEO)Previously worked in Investment Banking at Harris Williams & Co. Prior to this they worked at The White House in the National Security Council and as an Intelligence Officer at the Central Intelligence Agency.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 5 more jobs at Unstructured.io