Customer Success Engineer (L2 Support)

U.S. GenAI Startup | Pune Office | Private Limited Company

Employment Type: Full-Time (Direct Employment)

We are a U.S.-based Generative AI startup with a growing presence in Pune, India. This is a full-time role directly with our Private Limited Company. We are committed to building a long-term, high-performing team in Pune and providing employees with meaningful career growth opportunities.

If you're looking for a role that can evolve into a long-term career, we'd love to hear from you. If you're looking for a short-term opportunity, this role may not be the right fit.

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.

Location: Pune, India (In-Person)

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 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.

Kubernetes & Docker
- Strong hands-on experience supporting containerized production environments.

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

Monitoring & Observability

Hands-on experience with Datadog or equivalent observability platforms.

Ability to:

- Analyze logs

- Correlate traces

- Use request/trace IDs

- Build dashboards

- Configure alerts

Additional Skills
- Python scripting

- Redis

- Message queues (Redis/RQ or equivalent)

- Networking fundamentals

- Web Sockets / Socket.IO

- TLS

- DNS

- Load balancers

- SQL / PostgreSQL

- Git Hub, Git Lab, or Azure Dev Ops

- CI/CD pipelines

- Helm

- ArgoCD (preferred)

- Secrets management (Vault preferred)

- Linux administration

- Windows administration





Professional 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.

Hours & On-Call

This is a customer support position supporting customers primarily operating in U.S. time zones. Working hours will generally align with U.S. business hours.

The role also includes participation in a rotating on-call schedule covering evenings, weekends, and critical production incidents. Rotations are shared fairly, with compensation or time off provided according to company policy.

Candidates should be comfortable supporting U.S.-aligned working hours and participating in periodic on-call rotations.

Our Culture 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.

How We Work Move Rapid

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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