Technical Support Engineer (US hours)

About the Company

• Mission: Make the world's information accessible to everyone by combining brand-aware AI, human-in-the-loop expertise, and agentic workflows for high-accuracy enterprise translation.
• Vision: Deliver defense-grade, enterprise-proven AI translation with human oversight so organizations can operate globally with consistent quality, speed, and security.
• Culture: Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 — high-ownership, collaborative, customer-obsessed, and improvement-driven

Key Responsibilities

• Serve as a subject-matter expert on the platform, APIs, and standard integration patterns
• Reproduce customer issues and deliver high-quality bug reports with logs, traces, and steps to reproduce
• Analyze log files, stack traces, browser traces, and thread dumps to isolate root causes
• Coordinate cross-functional fixes and track incident progress through resolution with clear customer updates
• Author customer-facing and internal knowledge base articles and lead internal knowledge sharing
• Automate repetitive diagnostics with Bash/Python scripts and propose tooling improvements
• Provide structured product feedback to Engineering and Product to improve reliability, usability, and performance
• Operate effectively in a 24x5 shift environment with strong prioritization and handoff practices

Tech Stack

• SQL
• PostgreSQL
• MySQL
• Linux
• Bash
• Python
• Datadog
• HTTP
• REST APIs
• JSON
• Logs
• Traces
• Browser DevTools

Why Join?

• Work on a mission that actually ships impact: making global information accessible for governments and enterprises
• Own gnarly, high-leverage investigations with autonomy and visible customer outcomes
• Partner daily with engineers and leadership; your findings materially shape the roadmap
• Use modern tooling (Datadog, scripting) to automate your way out of toil
• Fully remote with shift collaboration and strong knowledge-sharing culture