Member of Engineering (Technical Support Engineer)

About Poolside In this decade, the world will create artificial intelligence that reaches human level intelligence (and beyond) by combining learning and search. There will only be a small number of companies who will achieve this. Their ability to stack advantages and pull ahead will determine who survives and wins. These companies will move faster than anyone else. They will attract the world's most capable talent. They will be on the forefront of applied research and engineering at scale. They will create powerful economic engines. They will continue to scale their training to larger & more capable models. They will be given the right to raise large amounts of capital along their journey to enable this. poolside exists to be one of these companies - to build a world where AI will drive the majority of economically valuable work and scientific progress. We believe that software development will be the first major capability in neural networks that reaches human-level intelligence because it's the domain where we can combine Search and Learning approaches the best. At poolside we believe our applied research needs to culminate in products that are put in the hands of people. Today we focus on building for a developer-led increasingly AI-assisted world. We believe that current capabilities of AI lead to incredible tooling that can assist developers in their day to day work. We also believe that as we increase the capabilities of our models, we increasingly empower anyone in the world to be able to build software. We envision a future where not 100 million people can build software but 2 billion people can. View GDPR Policy About Our Team We are a remote-first team that sits across Europe and North America and comes together once a month in-person for 3 days and for longer offsites twice a year. Our R&D and production teams are a combination of more research and more engineering-oriented profiles, however, everyone deeply cares about the quality of the systems we build and has a strong underlying knowledge of software development. We believe that good engineering leads to faster development iterations, which allows us to compound our efforts. About The Role You will be the first point of contact for customers experiencing technical issues with our product. You will troubleshoot, diagnose, and resolve technical problems. The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information. YOUR MISSION You’ll be obsessed with the quality of service poolside provides and how customers are always up and running. Responsibilities You’ll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer. At the same time, you’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently. Finally, you’ll be pivotal in promoting timely and professional technical support via email, chat, and phone. Skills & Experience

• Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems.
• Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting.
• Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns.
• Maintain detailed records of support interactions in our ticketing system.
• Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
• Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog).
• Ability to work independently, prioritize tasks, and manage time effectively.
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.
• Previous experience in on-prem installations is a plus.

PROCESS

• Intro call with one of our Engineers
• Technical Interview(s)
• Team fit call with the People team
• Final interview

Benefits

• Fully remote work & flexible hours
• 37 days/year of vacation & holidays
• Health insurance allowance for you and dependents
• Company-provided equipment
• Wellbeing, always-be-learning and home office allowances
• Frequent team get togethers
• Great diverse & inclusive people-first culture