Platform Support Engineer – Autonomy & Scale

Factory; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Factory is seeking a Technical Support Engineer to ensure customers get maximum value from our developer-centric platform. This role sits at the intersection of customer success, product management and engineering, tackling architecture, performance, and operational challenges to keep our platform scalable.

You will develop internal tools and playbooks for deployment and operational excellence, while partnering with teams to design dashboards and data-driven processes that support scalable

Qualifications

• Proficiency in one or more modern programming languages (e.g., Python, Go, Java, C++, JavaScript).
• Experience administering large-scale production environments, including hardware, OS, networks, and cloud platforms (AWS/Azure/Google Cloud).
• Excellent written and verbal communication skills.
• Demonstrated ability to investigate and resolve complex technical issues in real time.

Responsibilities

• Solve complex customer challenges across architecture, performance, recovery, and security to become a go-to technical expert.
• Advocate for customers by interfacing with product management and engineering to relay feedback and needs.
• Develop internal tools, diagnostics, and deployment playbooks to improve performance and operational excellence.
• Collaborate cross-functionally with customer success, growth, and engineering to design scalable processes and dashboards.

Skills

Programming languages

Operational experience

Written & verbal communication

Diagnostic instinct

Learning new technologies

Teamwork

Customer success advocacy

Tools

Observability tools

CI/CD pipelines

Job description

Factory is seeking a Technical Support Engineer to ensure customers get maximum value from our developer-centric platform. This role sits at the intersection of customer success, product management and engineering, tackling architecture, performance, and operational challenges to keep our platform scalable.

You will develop internal tools and playbooks for deployment and operational excellence, while partnering with teams to design dashboards and data-driven processes that support scalable