Senior Support Engineer - Commerce

The Rundown AI, Inc.; San Francisco (CA); Remote; USD 160,000 - 230,000; Full time

Job summary

Join a forward-thinking company as a Senior Support Engineer, where you'll collaborate with cross-functional teams to enhance customer experiences and resolve technical challenges. In this dynamic role, you'll leverage your expertise in scripting and automation to streamline support processes while advocating for customer needs. This innovative firm is dedicated to creating cutting-edge AI solutions, and your contributions will help shape the future of their commerce systems. If you're passionate about technology and thrive in fast-paced environments, this is an exciting opportunity to make a significant impact.

Benefits

Startup Equity

Health Insurance

Flexible Remote Work

Competitive Compensation

Qualifications

• 5+ years in technical support or software engineering roles.
• Proficient in Python and TypeScript for automation tasks.
• Experience with payment processors like Stripe is a plus.

Responsibilities

• Serve as the technical resource for the Commerce platform.
• Partner with teams to resolve billing and payments issues.
• Create processes and tools for operational efficiency.

Skills

Technical Support Engineering

Software Engineering

Python

TypeScript

SQL

Automation

Payment Processors

Tools

AWS Athena

CLI Tools

Slack Workflows

Job description

We are seeking an exceptional Senior Support Engineer to partner closely with our cross-functional Commerce Engineering, Customer Experience, Sales, and Product teams to spearhead the resolution of customer issues and guarantee the seamless operation of our critical Invoicing, Payments, Analytics, and Entitlements systems. Your primary focus will be on delivering a best-in-class experience for our customers, troubleshooting and resolving their issues, and serving as the frontline resource for our Commerce engineering team.

This role is ideal for a highly motivated and technically adept individual who excels in fast-paced, dynamic environments. You will have the opportunity to define and implement support tooling and automation, documentation, and processes that drive efficiency and scalability for a rapidly growing company. Additionally, you will serve as a passionate advocate for our customers, providing invaluable feedback to inform product improvements, documentation enhancements, and system optimizations. If you thrive in a collaborative, problem-solving environment and are driven to deliver exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Required Qualifications

• Have 5+ years of experience in technical support engineering or software engineering roles, with application development experience, ideally in tech startups or fast-paced environments.
• Can proactively identify technical pain points in our products and advocate for improvements on our customer’s behalf
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
• Proficiency in using scripting languages like Python or TypeScript to automate support tasks, build CLIs, and perform bulk data operations
• Proficiency in retrieving data using SQL-based retrieval tools (e.g. AWS Athena)
• Proficiency in automating support flows via CLI tools, UI tools, Slack workflows, etc
• Experience with payment processors (e.g. Stripe) and billing systems is a plus

Key Responsibilities

• Serve as the dedicated technical resource for our Commerce platform and advocate for our customers, providing deep troubleshooting assistance/ownership and educating customers and internal counterparts on the use of our platforms.
• Be among the foremost technical and troubleshooting experts for our Commerce platform. You are the last line of defense before the core Commerce Engineering team.
• Partner with engineering, product and customer teams to resolve billing and payments issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
• Take learnings from resolving customer issues and figure out how to operationalize those solutions at scale, with Engineering, with our Product team, etc.
• Create processes, tools, and runbooks that enable other technical and non-technical counterparts at Together to operate the Together’s commerce platform and tools

About Together AI

Together AI is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancement such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate group of researchers in our journey in building the next generation AI infrastructure.

Compensation

We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. The US base salary range for this full-time position is: $160,000-230,000K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.

Equal Opportunity

Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.

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