Software Engineer, Customer Experience

Theory Ventures; Palo Alto (CA); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Ollama is seeking a developer-focused support engineer to own the experience of developers who rely on Ollama daily. You’ll be the connective tissue between users and the product, spotting patterns in where developers get stuck and turning them into fixes, better error messages, docs, and product improvements.

You'll ship code to Ollama and its supporting systems, with the support queue as your lens on what matters most to users.

Formación

• You are a software engineer who enjoys helping users and may have done support engineering or developer experience.
• You are hands-on and can reproduce unfamiliar environments, read stack traces, run models, and debug setups.
• You can navigate a large open-source codebase (Go is a plus).
• You prefer building systems that prevent tickets rather than chasing them.

Responsabilidades

• Build and automate Ollama's support systems.
• Own the support queue: triage, reproduce, and resolve issues from developers on Ollama across platforms.
• Engage with Ollama's open-source community on GitHub and Discord; triage issues, answer questions, and represent the team publicly.
• Fix bugs in Ollama itself; act as an engineer, not a escalation layer.
• Design and build automation for support tooling, diagnostics, and internal dashboards.
• Identify patterns in user issues and communicate them clearly to product/engineering.

Conocimientos

Software engineering

Developer experience

Go

Debugging

Docs

Herramientas

GitHub

Discord

Descripción del empleo

Ollama is the most popular way for developers to access open models. What started as an open-source, local-first runtime is now the largest developer network in the open-model ecosystem: 8.9 million monthly active developers and over 67,000+ community-built integrations. We're backed by Y Combinator, Benchmark, 8VC, and Theory Ventures.

Our team is small and talent dense. We're flat, low-ego, and fast-moving. We like people who are truth-seeking, passionate, design-driven, and who enjoy shipping code.

About the role

You'll own the experience of the developers who rely on Ollama every day. You'll be the connective tissue between our users and the product: spotting patterns in where developers get stuck and turning them into fixes, better error messages, docs, and product improvements. You'll ship code to Ollama and its supporting systems, with the support queue as your lens on what matters most to users.

What you'll do

• Build and automate Ollama's support systems

• Own the support queue: triage, reproduce, and resolve issues from developers running Ollama across every platform and environment

• Engage with Ollama's open-source community on GitHub and Discord — triaging issues, answering questions, and representing the team in public

• Fix bugs in Ollama itself — you're an engineer, not an escalation layer

• Design and build automation for our support systems: triage tooling, diagnostics, self-serve debugging, and internal dashboards

• Identify patterns in user issues and communicate them clearly to product and engineering — be the voice of the customer inside Ollama

• Work directly with users, from individual developers to large teams, to unblock them and make them successful

• Improve docs, error messages, and diagnostics so the next user never hits the same problem

You may be a fit if

• You're a software engineer who genuinely enjoys helping users — maybe you've done support engineering, developer experience, or you're the person on your team who answers questions and files the fix

• You're hands-on — you can reproduce an unfamiliar environment, read a stack trace, run models, and debug a real setup

• You are comfortable diving into a large open-source codebase (Go experience is a plus)

• You'd rather build a system that eliminates a class of problems than close the same ticket twice

• You communicate clearly and with empathy, and can simplify complex setups for developers

• You're comfortable in ambiguity and move fast

• Bonus: experience with model deployment, GPU/ML infrastructure, or developer tools