AI Platform Developer Support Engineer (Equity)

Modal; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Modal is seeking a Support Engineer to be the voice of the customer experience. You will respond to inquiries, troubleshoot issues, and guide users through Modal’s documentation and best practices.

You’ll escalate complex problems to engineering with clear reproduction steps and help improve our knowledge base and onboarding processes. Ideal candidates have 3–5 years in customer or technical support, strong written communication, and a basic technical background in Python, command line tools,

Qualifications

• 3–5 years of customer support or technical support experience.
• Strong written communication skills with the ability to explain technical concepts clearly.
• Basic technical background with familiarity in Python, command line tools, and web technologies.

Responsibilities

• Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner.
• Troubleshoot technical issues related to Modal’s platform, Python environments, and deployment workflows.
• Guide users through documentation, tutorials, and best practices for using Modal.
• Escalate complex technical issues to engineering teams with clear reproduction steps.
• Maintain and improve our knowledge base, FAQs, and support documentation.
• Track common support requests and work with product teams to identify platform improvements.
• Monitor community channels (Slack, Reddit, etc.) and respond to user questions.
• Collaborate with sales and customer success teams to ensure smooth onboarding.
• Help identify and communicate customer feedback to inform product roadmap decisions.

Skills

Customer support

Developer-facing products

Written communication

Python basics

Tools

Ticketing systems

Knowledge bases

Support workflows

Job description

Modal is seeking a Support Engineer to be the voice of the customer experience. You will respond to inquiries, troubleshoot issues, and guide users through Modal’s documentation and best practices.

You’ll escalate complex problems to engineering with clear reproduction steps and help improve our knowledge base and onboarding processes. Ideal candidates have 3–5 years in customer or technical support, strong written communication, and a basic technical background in Python, command line tools,