Senior Technical Support Engineer - West Coast

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 & 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

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.

If you're excited about what we're building, we'd love to meet you.