Support Engineer

Modal; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Modal is seeking a Support Engineer to be the voice of the customer experience. You will respond to inquiries, troubleshoot issues, and guide users through Modal’s documentation and best practices.

You’ll escalate complex problems to engineering with clear reproduction steps and help improve our knowledge base and onboarding processes. Ideal candidates have 3–5 years in customer or technical support, strong written communication, and a basic technical background in Python, command line tools,

Qualifications

• 3–5 years of customer support or technical support experience.
• Strong written communication skills with the ability to explain technical concepts clearly.
• Basic technical background with familiarity in Python, command line tools, and web technologies.

Responsibilities

• Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner.
• Troubleshoot technical issues related to Modal’s platform, Python environments, and deployment workflows.
• Guide users through documentation, tutorials, and best practices for using Modal.
• Escalate complex technical issues to engineering teams with clear reproduction steps.
• Maintain and improve our knowledge base, FAQs, and support documentation.
• Track common support requests and work with product teams to identify platform improvements.
• Monitor community channels (Slack, Reddit, etc.) and respond to user questions.
• Collaborate with sales and customer success teams to ensure smooth onboarding.
• Help identify and communicate customer feedback to inform product roadmap decisions.

Skills

Customer support

Developer-facing products

Written communication

Python basics

Tools

Ticketing systems

Knowledge bases

Support workflows

Job description

About Us:

Modal is building the serverless compute platform to support the next generation of AI companies. In order to deliver the developer experience we wanted, we went deep and built our own infrastructure—including our own custom file system , container runtime, scheduler, container image builder, and much more.

We’re a small team based out of New York, Stockholm and San Francisco. In just one year, we’ve reached 8-figure revenue, tripled our headcount, scaled to support thousands of GPUs, and raised over $32M in funding.

Working at Modal means joining one of the fastest-growing AI infrastructure organizations at an early stage, with many opportunities to grow within the company. Our team includes creators of popular open-source projects (e.g. Seaborn, Luigi), academic researchers, international olympiad medalists, and experienced engineering and product leaders with decades of experience.

The Role:

Modal is looking for a Support Engineer to be the voice of our customer experience. As our user base grows rapidly, we need someone who can provide exceptional support to developers building the next generation of AI applications. You will:

• Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner

• Troubleshoot technical issues related to Modal’s platform, Python environments, and deployment workflows

• Guide users through documentation, tutorials, and best practices for using Modal

• Escalate complex technical issues to engineering teams while providing clear context and reproduction steps

• Maintain and improve our knowledge base, FAQs, and support documentation

• Track common support requests and work with product teams to identify opportunities for platform improvements

• Monitor community channels (Slack, Reddit, etc.) and provide helpful responses to user questions

• Collaborate with sales and customer success teams to ensure smooth customer onboarding

• Help identify and communicate customer feedback to inform product roadmap decisions

Requirements:

• 3-5 years of customer support or technical support experience, preferably with developer-facing products

• Strong written communication skills with ability to explain technical concepts clearly and patiently

• Basic technical background with familiarity in Python, command line tools, and web technologies.

• Experience with ticketing systems, knowledge bases, and support workflows

• Customer-first mindset with genuine interest in helping developers succeed

• Any of the following would be a plus:

Compensation

$120K – $170K Offers Equity