Senior Support Engineer

Rise Technical Recruitment Limited; San Francisco (CA); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Equity

401(k) with match

PTO

Benefits

Job summary

Rise Technical Recruitment Limited in San Francisco, CA is seeking a Senior Support Engineer for our LLM Gateway. The role combines deep technical troubleshooting with high-touch customer support, owning the ticket queue, reproducing issues, and driving root-cause fixes.

You will work with enterprise customers like Adobe, Netflix, and NASA, contribute to the codebase via PRs, and communicate customer insights to product and engineering.

Qualifications

• 3+ years of production backend experience.
• Strong Python skills including FastAPI and REST APIs.
• Experience with or exposure to LLM frameworks is a plus.

Responsibilities

• Own the support queue and drive outcomes at pace.
• Diagnose and resolve complex technical issues across the platform.
• Reproduce customer issues across environments and configurations.
• Submit pull requests for bug fixes and improvements.
• Act as the technical voice of the customer to inform product and engineering.

Skills

Backend systems

Python

REST APIs

LLM frameworks

Communication

Autonomy

Analytics

Tools

FastAPI

Git

Code review

Job description

Salary: GBP120000 - GBP170000 per annum + PTO + Benefits + Equity

Senior Support Engineer (LLM Gateway)

$120,000 – $170,000 + Equity + Benefits + 401(k) with 3.5% match

San Francisco, CA – Remote

Are you a technically deep support engineer who is obsessed with getting to the root cause of problems rather than applying surface-level fixes? Do you want to work hands-on with enterprise customers running mission-critical AI infrastructure, in a role where your engineering depth is just as important as your customer instincts?

This is an opportunity to join a fast-growing, profitable startup at the forefront of AI infrastructure, building the compliance and reliability layer that enterprise customers like Adobe, Netflix, and NASA depend on in production. Backed by top-tier investors, the team has built the world's most widely used LLM Gateway, a unified platform that gives developers secure, scalable access to every major LLM provider.

The core of this role is straightforward: own the support queue, dig into customer issues, understand them deeply, and unblock them. The best person for this role won't be satisfied until they've found the real depth of a problem, not just patched over the symptom. You'll act as the technical voice of the customer back to engineering, submitting fixes and shaping the product based on real-world insight.

If you want to join a tight-knit, high-calibre team where your engineering depth and customer instincts both matter, and where the work you do directly shapes one of the most important AI infrastructure platforms in the market, this is an outstanding opportunity.

The Role

• Own the support queue, working through high volumes of customer tickets to drive successful outcomes at pace
• Diagnose and resolve complex technical issues across the platform, solving for root cause rather than surface-level symptoms
• Reproduce customer issues across their specific environments, configurations, and integrations
• Submit pull requests for bug fixes and improvements, contributing directly to the codebase where needed
• Act as the technical voice of the customer, feeding real-world insights back to product and engineering

The Person

• 3+ years of experience with production-grade backend systems and developer tooling
• Strong in Python; familiarity with FastAPI, REST APIs, and LLM frameworks a plus
• Obsessed with root cause, digs deep into problems rather than applying surface-level fixes
• Strong communicator who thrives in high-volume, customer-facing environments
• Metrics-driven and hardworking, comfortable operating with high autonomy in a fast-moving team
• Happy to work on-site in San Francisco