Engineering Member – Technical Support Engineer

🕒 April 27

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poolside

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🤖 Artificial Intelligence

🏢 Enterprise

Artificial Intelligence • Enterprise

poolside is a frontier AI lab and enterprise platform that builds and deploys foundation models, multi-agent systems, and developer-facing tools focused on automating complex software work. The company specializes in on-prem and VPC deployments, security-first integrations, governance, and connectors to enterprise data sources so organizations can run agents and models inside their own boundaries. Poolside embeds research and engineering with customers to deliver outcome ownership, risk controls, and measurable business impact while advancing toward AGI by starting in high-consequence software environments.

📋 Description

• 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. • You’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently. • You’ll be pivotal in promoting timely and professional technical support via support tickets and the occasional call.

🎯 Requirements

• 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.

🏖️ 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 in Paris; • Great diverse & inclusive people-first culture.