Senior Technical Support Engineer

Runware; United States; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Generous paid time off

Stock options

Flexible hours

Family leave

Company retreats

Job summary

Runware is seeking a Senior Technical Support Engineer to extend our Engineering team. This role goes beyond traditional support, tackling complex API, infra issues, and helping engineers reproduce bugs while boosting automation and developer experience.

You will help build an AI-native, scalable support function with strong collaboration across Platform and Engineering, using observability tools and AI-assisted workflows to speed investigations and improve customer outcomes.

Qualifications

• 5+ years in technical support engineering or similar
• Strong debugging across REST APIs, HTTP, JSON, SDKs
• Experience with production issue investigation and observability tooling
• Comfort reading code and understanding backend systems (Python, Go, Node.js, Java)
• Analytical mindset and structured debugging approach

Responsibilities

• Investigate complex platform, infra and API issues using logs, metrics, traces and dashboards
• Troubleshoot REST APIs, HTTP, authentication, JSON payloads, SDKs, webhooks and distributed systems
• Reproduce production issues and validate fixes with Engineering
• Improve tooling, monitoring, documentation and customer self-service
• Design internal tooling and AI-assisted workflows to speed investigations
• Scale support operations through automation and process improvements

Skills

Technical support

Troubleshooting

API debugging

Code reading

AI-assisted tooling

Tools

Datadog

Grafana

OpenTelemetry

Postman

Zendesk

Jira

Job description

We're looking for a Senior Technical Support Engineer to become a technical extension of our Engineering team.

This is not a traditional customer support role.

You’ll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function.

We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement.

Beyond solving customer issues, you’ll help build a modern, AI-native support function that scales alongside the company.

What This Person Will Do

Deep technical investigation

• Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools
• Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems
• Reproduce difficult production issues and work closely with Engineering to identify root causes and validate fixes
• Support customers during complex technical investigations, escalations, and production incidents

Improve Developer Experience

• Identify recurring issues and proactively improve tooling, monitoring, documentation, and customer self-service
• Create and continuously improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content
• Help identify opportunities to simplify developer workflows and reduce customer friction

Build scalable support operations

• Design and improve internal tooling, automations, and operational workflows
• Drive adoption of AI-assisted workflows that improve investigation speed, documentation quality, operational efficiency, and overall developer support
• Continuously improve support processes in close partnership with Engineering as the company scales

Requirements

Technical expertise

• 5+ years of experience in Technical Support Engineering, Developer Support, Solutions Engineering, SRE, or another highly technical customer-facing engineering role
• Strong troubleshooting and debugging skills across REST APIs, HTTP, authentication, JSON, SDKs, webhooks, and distributed systems
• Experience investigating production issues using logs, metrics, traces, dashboards, and modern observability platforms
• Comfortable reading application code and understanding backend systems (Python, Go, Node.js, Java, PHP, or similar)
• Strong analytical thinking and a structured engineering approach to debugging complex systems

AI-native working style

• Active, practical use of AI-assisted tools to improve troubleshooting, documentation, analysis, investigation, and day-to-day engineering productivity
• Experience building automations, scripts, integrations, or AI-enabled workflows that reduce manual work and improve operational efficiency
• Demonstrated habit of continuously improving personal and team productivity through automation, AI, and process optimisation
• Curiosity to evaluate emerging AI tools and incorporate those that create measurable value

Collaboration & ownership

• Excellent written and verbal communication skills with developers and technical stakeholders
• High level of ownership with a track record of improving technical processes rather than simply executing existing ones
• Comfortable working in ambiguous environments where processes are continuously evolving

Strong differentiators

Domain expertise

• Experience supporting AI/ML platforms, developer tools, APIs, cloud infrastructure, or technically complex B2B SaaS products
• Experience supporting infrastructure products where customers are software engineers rather than end users

Building & scaling

• Experience building or scaling technical support functions, operational processes, or internal tooling
• Experience working closely with Platform, Infrastructure, or Product Engineering teams
• Experience with observability platforms such as Datadog, Grafana, OpenTelemetry, or similar
• Comfortable discussing technical trade-offs around performance, reliability, scalability, and developer experience

AI & automation

• Experience designing or implementing AI agents, LLM-powered workflows, internal AI tools, or support automations
• Experience integrating AI into operational workflows, documentation systems, developer tooling, or customer support platforms

Tools & systems exposure:

• Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar
• Monitoring & debugging: Datadog, Grafana, Logs, Metrics, Traces, Dashboards
• Documentation: Notion, Confluence, GitHub Docs
• Developer tools: Postman, REST APIs, HTTP debugging, JSON, Webhooks, SDK troubleshooting

Benefits

We're a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

Our release cycles are fast and intense, but they're followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap.

• Generous paid time off - vacation, sick days, public holidays
• Meaningful stock options - share in the upside you create
• Flexible hours - own your schedule outside core collaboration blocks
• Family leave - paid maternity, paternity, and caregiver time
• Company retreats - twice-yearly gatherings in inspiring locations