Technical Support Engineer (US hours)
About the Company
- Mission: Make the world's information accessible to everyone by combining brand-aware AI, human-in-the-loop expertise, and agentic workflows for high-accuracy enterprise translation.
- Vision: Deliver defense-grade, enterprise-proven AI translation with human oversight so organizations can operate globally with consistent quality, speed, and security.
- Culture: Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 — high-ownership, collaborative, customer-obsessed, and improvement-driven
Key Responsibilities
- Serve as a subject-matter expert on the platform, APIs, and standard integration patterns
- Reproduce customer issues and deliver high-quality bug reports with logs, traces, and steps to reproduce
- Analyze log files, stack traces, browser traces, and thread dumps to isolate root causes
- Coordinate cross-functional fixes and track incident progress through resolution with clear customer updates
- Author customer-facing and internal knowledge base articles and lead internal knowledge sharing
- Automate repetitive diagnostics with Bash/Python scripts and propose tooling improvements
- Provide structured product feedback to Engineering and Product to improve reliability, usability, and performance
- Operate effectively in a 24x5 shift environment with strong prioritization and handoff practices
Tech Stack
- SQL
- PostgreSQL
- MySQL
- Linux
- Bash
- Python
- Datadog
- HTTP
- REST APIs
- JSON
- Logs
- Traces
- Browser DevTools
Why Join?
- Work on a mission that actually ships impact: making global information accessible for governments and enterprises
- Own gnarly, high-leverage investigations with autonomy and visible customer outcomes
- Partner daily with engineers and leadership; your findings materially shape the roadmap
- Use modern tooling (Datadog, scripting) to automate your way out of toil
- Fully remote with shift collaboration and strong knowledge-sharing culture
Average salary estimate
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