Senior Support Engineer, deepset

• Experienced with investigating logs, SaaS infrastructure, networking and API usage
• Should be comfortable with using Python
• The ideal candidate would have exposure to GenAI and applications
• Excellent problem solving, communication, expectation management and interpersonal skills, with a Customer focused consultative approach
• Proven experience in a technical support or similar role within startups and scaling to 500+ employees, focusing on B2B engagements with technical products and customers
• Proficient in managing Cloud/SaaS solutions, AI platforms, and hybrid On-Prem environments
• Excited about learning new technologies and keeping up to date with new product features and functionality

• Identification, troubleshooting and resolution of Customer technical cases
• Documentation of case resolution and knowledge base creation
• As the first Support Engineer; assist with defining, implementing and continually improving Support processes
• Provide guidance to our Customers using your understanding of the deepset platform as well as resolving the immediate problem
• Collaboration with other deepset teams to address bugs, performance issues, and feature requests

• Remote-first - you can choose to work from home or any other workspace that suits you
• Home office budget for equipment and furniture, and we would be happy to sponsor a coworking spot
• Annual learning and development budget
• Opportunity to speak at conferences
• Internal knowledge sharing and workshops
• Virtual office
• Monthly social budget to reconnect virtually or in person
• Online walks and talks with colleagues from other teams
• Flexible travel policy that enables you to meet colleagues in person for special occasions
• Quarterly in-person meet up - we have fruitful discussions, we hold workshops, we brainstorm together, and we have leisure activities and fun
• Employee stock option plan
• 27 days of paid vacation, and you earn an additional day for each year completed with deepset (up to 30 days)
• Choose your tech - Linux, Windows, or macOS? The choice is yours and we will provide what you need
• Pension plans
• Travel insurance
• Monthly allowance for your sports activity
• Dog-friendly - our main co-working partner Mindspace welcomes dogs, so you can bring your best friend to the office
• Enhanced days off for Family Sick Leave
• Additional days off - we don't work on the 24th & the 31st of December
• Flexible working hours

Total funding: $45.6m

Natural Language Processing (NLP) is at the core of many modern enterprise data processing workflows, from complex data processes to customer service chatbots. However, NLP systems are not one-size-fits-all, and the development and deployment of bespoke NLP systems require the niche and expensive help of programmers with expertise in machine learning and semantic syntax.