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Augment Code · 1 week ago

Senior Support Engineer

Palo Alto, CA

Full-time

Hybrid

Senior Level

$220K/yr - $260K/yr

6+ years exp

Augment Code is the only AI coding assistant built for professional software engineers working in large, production-grade codebases. As a Senior Support Engineer, you will tackle complex customer challenges, design scalable support processes, and mentor the team while serving as a critical bridge between customers and engineering.

Artificial Intelligence (AI)Generative AISoftwareWeb Development

H1B Sponsor Likely

Responsibilities

Be among the foremost technical and troubleshooting experts for Augment Code's platform—you are the last line of defense before the core Engineering team

Solve the most difficult technical problems faced by our strategic Enterprise customers, including complex integration issues, performance optimization, and architectural challenges

Design and run operational processes to monitor top strategic customers and proactively help them evolve efficiency

Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies

Partner with Engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates

Build sophisticated internal tools and automation using Python, JavaScript, or other languages to scale support operations

Mentor and develop Support Engineers and Associate Support Engineers, establishing best practices and raising the technical bar

Influence product roadmap by synthesizing customer feedback and identifying strategic opportunities

Qualification

PythonJavaScriptTechnical SupportCloud InfrastructureDistributed SystemsAPIsAutomationObservability PracticesAI/ML PlatformsSpanishMandarinCommunication SkillsMentorshipProblem SolvingCross-functional CollaborationFlexible Scheduling

Required

6-8+ years of experience in technical support, SRE/NOC, software engineering, or related technical roles

Bachelor's degree in Computer Science or related field (or equivalent practical experience)

Very comfortable with using Python, JavaScript, TypeScript, or similar languages, to build production-quality tools

Demonstrate expertise in distributed systems, cloud infrastructure, APIs, and modern software architecture

Show familiarity with modern monitoring, alerting, and observability practices, with hands-on experience setting up metrics, logging, and tracing for distributed systems

Possess exceptional communication skills, able to explain complex technical issues to both engineering and non-technical stakeholders, including executives

Strong track record of troubleshooting complex technical problems at the systems level in fast-paced, mission-critical environments

Demonstrate leadership and mentorship abilities, with experience raising the technical capabilities of teams

Automation-first minded, constantly seeking opportunities to eliminate toil and scale operations

Solid understanding of cloud infrastructure (AWS, GCP, Azure) and are comfortable with load balancers, databases, containerized applications, and Kubernetes

Can work cross-functionally in a high-trust environment, coordinating efforts across teams during incidents

Passion for AI and developer tools, with hands-on experience using or supporting AI/ML platforms

Open to flexible scheduling as the team grows, able to flex to customer demands

Preferred

Experience with SRE practices, SLIs/SLOs, and alert tuning

Deep knowledge of IDE architectures and extension development

Experience with infrastructure as code (Terraform, Pulumi, etc.)

Previous experience at a high-growth developer tools or infrastructure company

Track record of building support platforms or developer productivity tools

Experience with observability platforms (Datadog, New Relic, Grafana, etc.)

Contributions to open-source projects or technical community leadership

Proficiency in Spanish, Mandarin, or other languages

Experience working with Fortune 500 Enterprise customers

Benefits

Health, Dental, Vision, and Life Insurance

Short and Long Term Disability

Flexible work arrangements - Hybrid model with flexibility; potential 4-day workweek options

Unlimited PTO - We focus on trust and ownership, not time in the chair

Professional development - Work directly with cutting-edge AI technology and learn from world-class engineering teams

Tools stipend - Get the equipment and tools you need to succeed

Leadership opportunities - Clear path to Lead Support Engineer and management roles as the team scales to 10-15 people

Company culture - Numerous social events and a collaborative, innovative environment

Company

Augment Code

Augment Code is an AI-powered platform for software development that provides services for chat, code completions, and guided edits.

Founded in 2022

Palo Alto, California, USA

51-200 employees

https://www.augmentcode.com

H1B Sponsorship

Augment Code has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (11)

2023 (1)