Senior Support Engineer, CrewAI

• 5+ years in technical support, developer support, solutions, or a similar customer-facing technical role, including time as a senior or anchor on the team
• Genuinely technical: comfortable reading logs, stack traces, and API responses; able to navigate Python and the command line; can reason about how a distributed system fails. You don't need to ship production features, but you need to hold a credible technical conversation with both developers and our own engineers
• Familiarity with LLMs, agents, or developer tools, or the ability to ramp quickly and use the product daily
• Strong written communication: you can explain a fix clearly and write a ticket an engineer can act on immediately
• Process ownership: you've defined triage rules, SLAs, severity models, or escalation paths before, not just followed them, and you can show how it raised the quality of support
• Empathetic, patient, and energized by helping people succeed; comfortable working independently and setting your own direction in a fast-paced remote startup

Desirable

• You're the senior technical anchor for enterprise support: the person who sets the standard for how we diagnose, resolve, and learn from customer issues, and who builds the process the function runs on
• You'll work the hardest problems directly and define how support operates: triage, severity, escalation, and the feedback loop into product and engineering. You are not a proxy that forwards messages, but someone who deeply understands the product and resolves issues end-to-end
• Our focus right now is enterprise support. You'll be the senior technical line for our enterprise customers, reproducing and diagnosing problems, resolving what you can, and handing off what you can't with the full context engineering needs
• As the most experienced person in the seat, you'll own the SLAs, severity model, and escalation paths the team operates on, and raise the technical quality of support across the board
• This role exists to make enterprise support excellent and to build the foundation it scales on. We're looking for someone who will set the technical bar, protect engineering's focus by filtering and enriching what reaches them, and build a customer experience that feels structured, fast, and trustworthy
• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed
• Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported
• Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible
• Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked
• Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them
• Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup
• Set up structured customer onboarding so new enterprise users get to value quickly
• Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows