Senior Support Engineer
RemoteUnited States
Job Summary
Senior Support Engineer at CrewAI who will own enterprise support operations: act as the senior technical anchor for enterprise customers, define triage, severity, and escalation processes, reproduce and diagnose issues end-to-end, and hand off to engineering with clear reproduction steps and context. You will maintain SLAs, improve escalation paths, build and maintain knowledge bases and troubleshooting docs, and set up structured onboarding to accelerate customer value. The role requires deep product knowledge (Crews, Flows, Control Plane), the ability to read logs and traces, and strong written communication to craft actionable tickets for engineers. Remote, fast-paced startup environment with a focus on delivering a structured, fast, and trustworthy customer experience.
Required Qualifications
- What We're Looking For
- 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 …
- 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.
- Bonus: experience with support/issue tooling (ticketing systems, Linear, or similar); prior experience supporting an open-source developer community; experience standing up or overhauling a support function.
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