Software Engineer, Customer Experience

Ollama; Palo Alto (CA); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

Ollama is the go-to way for developers to access open models, with a strong open-source and developer network. This role owns the developer experience, triaging issues, shipping fixes, and improving docs and diagnostics to ensure developers run Ollama smoothly across environments.

You will collaborate with product and engineering, engage with the community on GitHub and Discord, and design automation to reduce repetitive tickets while delivering excellent user support.

Qualifications

• Software engineer who enjoys helping users; may have done support engineering or developer experience.
• Hands-on: reproduce environments, read stack traces, run models and debug setup.
• Comfort with large open-source codebases; Go experience is a plus.
• Prefer building systems that prevent repeated tickets over just closing ones.
• Clear, empathetic communication; able to simplify complex setups for developers.
• Comfortable in ambiguity and able to move fast.
• Bonus: experience with model deployment, GPU/ML infra, or developer tools.

Responsabilités

• Build and automate Ollama's support systems.
• Own the support queue: triage, reproduce, and resolve issues from developers across platforms.
• Engage with open-source community on GitHub and Discord—triaging issues and representing the team.
• Fix bugs in Ollama itself; you are an engineer, not an escalation layer.
• Design and build automation for support systems: triage tooling, diagnostics, self-serve debugging, dashboards.
• Identify patterns in user issues and communicate them to product and engineering.
• Work directly with users, from individuals to large teams, to unblock them and help them succeed.
• Improve docs, error messages, and diagnostics to reduce repeat problems.

Connaissances

Developer experience

Empathy

Communication

Debugging

Outils

Go

GitHub

Description du poste

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