Software Engineer, Customer Experience

Doist; Palo Alto (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

Ollama is seeking a developer experience-focused engineer to own the user journey and support flow for developers relying on Ollama daily. You will act as the bridge between users and product, triaging issues, and shipping fixes, with the energy of a fast-moving startup.

You will engage with an open-source community on GitHub and Discord, reproduce environments, and contribute to diagnostics, docs, and self-serve tools. A Go background is a plus as you help scale the platform for diverse teams.

Qualifications

• Hands-on software engineer who enjoys helping users and fixing issues.
• Able to reproduce environments, read stack traces, run models, and debug setups.
• Comfortable navigating large open-source codebases (Go is a plus).
• Excellent written and verbal communication with empathy, simplifying complex setups.

Responsibilities

• Build and automate Ollama's support systems.
• Triage, reproduce, and resolve issues from developers across platforms.
• Engage with Ollama's open-source community on GitHub and Discord.
• Fix bugs in Ollama itself—engineering work, not an escalation layer.
• Design tooling for triage, diagnostics, self-serve debugging, and dashboards.
• Identify patterns in user issues and communicate them to product/engineering.
• Work directly with users to unblock them and ensure success.
• Improve docs and error messages to prevent repeat problems.

Skills

Support engineering

Developer experience

Go language

Debugging

Communication

Tools

GitHub

Discord

Job description

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