Senior Premium Support Engineer - Enterprise & AI

United States Digital Space LLC; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with a 4% match (US It)

Health, Dental, Vision and Life Insur­

Short Term and Long Term Disability

Paid Parental, Medical, Caregiver Left

Flexible Time Off (FTO) + Holidays

Commuter Benefits (In-Office & US Only

Monthly Wellness Stipend

Autonomous Work Environment

In Office Set-Up Reimbursement (In-Off

Job summary

United States Digital Space LLC in Foster City, CA is seeking a Premium Support Engineer to serve as the front line for our highest-value customers—delivering fast, expert support when it matters most. You’ll diagnose complex issues, guide customers through incidents, and ensure every interaction meets the highest standard of quality and speed.

You’ll combine deep technical troubleshooting with calm, clear communication to keep builders moving, whether an enterprise team deploying at scale or a

Qualifications

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript, Python, or similar languages.
• Excellent written and verbal communication under time pressure — clear explanations.
• Familiarity with support tools like Zendesk, Linear, Slack and internal utilities.
• Proactive ownership mindset and genuine empathy for customers.

Responsibilities

• Provide swift, high-priority support to Premium customers, responding within SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring transparency.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation for team efficiency.
• Partner with Engineering, Product, Sales and others to ensure a consistent experience.
• Help onboard and mentor other support engineers, raising the team’s bar for responsiveness.

Skills

Technical support

Enterprise customers

Debugging (JS/Python)

Clear communication

Zendesk/Linear/Slack

Tools

Zendesk

Linear

Slack

Job description

United States Digital Space LLC in Foster City, CA is seeking a Premium Support Engineer to serve as the front line for our highest-value customers—delivering fast, expert support when it matters most. You’ll diagnose complex issues, guide customers through incidents, and ensure every interaction meets the highest standard of quality and speed.

You’ll combine deep technical troubleshooting with calm, clear communication to keep builders moving, whether an enterprise team deploying at scale or a