Technical Support Engineer (Bay Area, California)
Job Description
Unstructured is defining the standard for enterprise data transformation in the age of LLMs and generative AI. In just two years, we've raised over $65M from world-class investors, including Menlo Ventures, Bain Capital, Databricks, NVIDIA, Microsoft, and IBM.
Our open-source toolkit has been downloaded 61M+ times and is used by 90% of the Fortune 1000. We power production AI workflows across commercial and federal sectors — transforming PDFs, HTML, Word docs, images, emails, and more into AI-ready data pipelines that scale.
We're not just building tools, we're building the backbone of generative AI and the infrastructure that unlocks intelligence across industries.
About the Role
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.
What You'll Own and Drive:
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
What We're Looking For:
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
Bonus Points
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
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
You'll be surrounded by smart, kind, low-ego people who genuinely enjoy building together. We invest in our team with company offsites, best-in-tech swag, and the tools you need to do your best work, wherever you're based.
We support you holistically, not just at work. From medical, dental, and vision coverage effective the 1st of the month following your start date, life and disability insurance, unlimited PTO, and flexible parental leave, to a 401(k) with company match, equity, a $500 work from home stipend, $70/month internet reimbursement, and company offsites throughout the year — we want you focused on building, growing, and staying energized for the long haul.
Most importantly, we’re scaling fast. This is a chance to join early enough to build foundational technology, influence how we operate, and help shape the future of a company defining the next era of AI infrastructure.
If you're excited about what we're building, we'd love to meet you.