Senior Technical Support Engineer - West Coast
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, you’ll work directly with enterprise customers to troubleshoot issues across cloud infrastructure, Kubernetes, networking, and data pipelines. This is not SaaS support, you’ll be operating inside complex, customer-owned environments and partnering closely with Engineering to resolve root causes.
Schedule & Availability
This role operates on a follow-the-sun model to support 24x7 global coverage. As part of this structure, the position requires working one weekend day. Shifts are either Sunday–Thursday or Tuesday–Saturday, assigned based on regional coverage needs.
During your onboarding period, you will start on a standard Monday–Friday schedule before transitioning to your assigned shift.
WEST COAST APPLICANTS ONLY
What You’ll Own and Drive:
Own Production Issues
Triage and resolve customer issues across VPC deployments, APIs, and data pipelines
Debug production systems using logs, metrics, and system-level analysis
Reproduce issues and drive them to resolution with Engineering
Support Customer Infrastructure
Help customers operate Unstructured in AWS, GCP, or Azure environments
Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues
Guide customers on running reliable, production-grade deployments
Go Deep on Debugging
Investigate issues across document processing pipelines and API behavior
Identify root causes, not just workarounds, and validate fixes
Partner Cross-Functionally
Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers
Act as the voice of the customer for enterprise deployments
Improve the System
Build runbooks, troubleshooting guides, and internal tooling
Identify patterns and drive improvements in reliability and supportability
What We're Looking For:
5+ years in Technical Support, SRE, DevOps, or similar roles supporting production systems
Strong experience with cloud environments (AWS, GCP, or Azure), especially VPC networking
Hands-on experience with Kubernetes and Docker
Proficiency in Python skills for scripting, API integration, and automation
Proven ability to debug production or distributed systems end-to-end
Comfortable working with APIs, logs, and system-level debugging tools
Strong communicator who can work effectively with both engineers and customer teams
High ownership, strong troubleshooting instincts, and ability to operate in ambiguous, fast-moving environments
Bonus Points:
Experience supporting self-hosted or single-tenant deployments
Familiarity with Terraform, Pulumi or other IaC tools
Experience with observability tools (Datadog, Prometheus, Grafana)
Python or scripting experience for debugging and automation
Exposure to data pipelines, ETL workflows, or AI/LLM systems
Experience working in early-stage or high-growth startups
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 team/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