Senior Technical Support Engineer

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 52M+ times and is used by 66,000+ companies, including nearly half of the Fortune 500. 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.Do you enjoy debugging real production systems and solving hard infrastructure problems? At Unstructured, our customers run dedicated deployments inside their own VPCs, and when things break, you’re the person they rely on. 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.What You’ll DoOwn Production IssuesTriage and resolve customer issues across VPC deployments, APIs, and data pipelinesDebug production systems using logs, metrics, and system-level analysisReproduce issues and drive them to resolution with EngineeringSupport Customer InfrastructureHelp customers operate Unstructured in AWS, GCP, or Azure environmentsTroubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issuesGuide customers on running reliable, production-grade deploymentsGo Deep on DebuggingInvestigate issues across document processing pipelines and API behaviorIdentify root causes, not just workarounds, and validate fixesPartner Cross-FunctionallyWork closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockersAct as the voice of the customer for enterprise deploymentsImprove the SystemBuild runbooks, troubleshooting guides, and internal toolingIdentify patterns and drive improvements in reliability and supportabilityWhat You Bring5+ years in Technical Support, SRE, DevOps, or similar roles supporting production systemsStrong experience with cloud environments (AWS, GCP, or Azure), especially VPC networkingHands-on experience with Kubernetes and DockerProficiency in Python skills for scripting, API integration, and automationProven ability to debug production or distributed systems end-to-endComfortable working with APIs, logs, and system-level debugging toolsStrong communicator who can work effectively with both engineers and customer teamsHigh ownership, strong troubleshooting instincts, and ability to operate in ambiguous, fast-moving environmentsBonus PointsExperience supporting self-hosted or single-tenant deploymentsFamiliarity with Terraform, Pulumi or other IaC toolsExperience with observability tools (Datadog, Prometheus, Grafana)Python or scripting experience for debugging and automationExposure to data pipelines, ETL workflows, or AI/LLM systemsExperience working in early-stage or high-growth startupsWhy You’ll Love It HereReal Customer Impact: Work with top global companies solving bleeding-edge AI use casesMission-Critical Work: Your solutions will directly power AI deployments in productionOwnership & Autonomy: Be trusted to drive results and innovate from day oneElite Team: Join world-class builders who value humility, speed, and precisionStrong Benefits: Competitive salary, full health benefits, equity, and parental leaveReady to help companies unlock the full power of unstructured data?Apply now to join Unstructured and shape the future of AI delivery.Originally posted on Himalayas