About Us :

We are a Cambridge, MA-based AI software company on a mission to transform the software development lifecycle through autonomous software engineering. Our platform converts enterprise requirements into production-ready code using an agentic AI-driven development platform capable of autonomously completing a significant portion of the software development process. Backed by leading investors and experienced founders, we are building the next generation of enterprise software development.

Work Hours :

Must be able to support U.S. business hours.

The Role :

As an L2 Support Engineer, you'll support customers throughout the entire platform lifecycle - from initial deployment and installation to upgrades and day-to-day operations. You'll partner closely with L1 Support to triage, troubleshoot, and resolve technical issues while escalating verified product defects to Engineering when necessary. The role spans Kubernetes, Docker, cloud infrastructure, networking, and distributed systems.

What Success Looks Like :

- Customer issues are resolved quickly and escalated with complete technical evidence.
- Recurring problems become documented runbooks, dashboards, alerts, and permanent improvements instead of repeat incidents.
- Engineering trusts your escalations because they contain reproducible evidence and root-cause analysis.
- Customers trust your communication because it's timely, accurate, and transparent.

Key Responsibilities :

- Deploy and install the platform into customer environments and troubleshoot installation issues.
- Support platform upgrades while maintaining stable customer environments.
- Collaborate with L1 Support to diagnose, resolve, or escalate customer issues.
- Troubleshoot failures across compute, networking, storage, Kubernetes, and application services.




- Safely reproduce issues using read-only diagnostics whenever possible.
- Build and maintain dashboards, monitoring, alerts, and operational runbooks.
- Produce evidence-based engineering escalations and post-incident documentation.
- Communicate customer status updates and resolutions professionally and on time.

Required Experience:

1.

Distributed Systems

Troubleshooting:

- Diagnose requests across multiple services, queues, databases, and network layers.
- Use logs, traces, metrics, queue depth, pod status, and database records to validate hypotheses.

2. Kubernetes & Docker:

- Strong hands-on experience supporting containerized production environments.

3.

Cloud

Platforms:

- Experience with one major cloud provider and working knowledge of the others: AWS, Google Cloud Platform (GCP), Microsoft Azure.
- Including: Managed Kubernetes (EKS/GKE/AKS), IAM fundamentals, Cloud logging, Storage and persistent disks.

4. Monitoring & Observability:

- Hands-on experience with Datadog or equivalent observability platforms.
- Ability to: i. Analyze logs, ii. Correlate traces, iii. Use request/trace IDs, iv. Build dashboards, v. Configure alerts.

Additional Skills:

- Python scripting, Redis, Message queues (Redis/RQ or equivalent), Networking fundamentals, WebSockets/Socket.IO, TLS, DNS, Load balancers, SQL/PostgreSQL, GitHub/GitLab/Azure DevOps, CI/CD pipelines, Helm,



ArgoCD (preferred), Secrets management (Vault preferred), Linux administration, Windows administration.

Skilled Strengths:

- Methodical, evidence-driven troubleshooting approach.
- Strong understanding of multi-tenant production environments.
- Customer-first communication skills.
- Incident management and ticketing systems (Jira or similar).
- Previous customer-facing Support Engineering, SRE, or On-Call experience is a plus.

Our Culture:

1.

Who We

Are:

We are building one of the fastest-growing AI software companies focused on autonomous enterprise software development. Our platform helps organizations automate large portions of the software development lifecycle, enabling engineering teams to build software faster and more efficiently.

2.

How We

Work:

- Move Quick: We value speed, execution, and continuous improvement while maintaining high quality.
- Championship Mindset: We succeed as one team by maintaining high standards, collaborating closely, and taking ownership.
- Passion for Innovation: We continually push the boundaries of AI-powered software development through experimentation and rapid iteration.
- Customer First: Everything we build and every decision we make is driven by creating measurable customer value and long-term partnerships.
- Sustainable High Performance: We encourage healthy habits, adequate rest, movement, and overall well-being so every team member can consistently perform at their best.

Equal Opportunity:

We are an equal opportunity employer committed to building an inclusive and diverse workplace. We believe that different perspectives, backgrounds, and experiences strengthen our team and drive better outcomes for our customers.

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