Senior Support Engineer

Augment Code is the only AI coding assistant built for professional software engineers working in large, production‑grade codebases. Our Context  Engine understands your entire repo, enabling developers to stay in flow while writing, reviewing, and understanding code. Backed by top‑tier investors and trusted by engineering teams at leading tech companies, Augment Code is redefining how modern software is built.

You'll be joining the founding support team at a pivotal moment in Augment Code's growth. This is a unique opportunity to help build the industry's most trusted and relied-on success and support organization for AI-assisted coding. We're establishing 24/5 follow-the-sun coverage across three global regions, and you'll work closely with GTM (Solutions Architects, Account Executives), Engineering, and Product teams to ensure no Augment user—whether using an IDE plug-in, the Auggie CLI, or remote agents— "walks alone."

As a Senior Support Engineer, you'll be among the foremost technical experts for Augment Code's platform. You'll tackle the most complex customer challenges, design scalable support processes, mentor the team, and serve as a critical bridge between customers and engineering. This is a high-impact role where you'll shape the future of technical success/support in the AI era, working on low-volume, high-difficulty problems that require deep technical expertise and creative problem-solving.

This role is based in the North America region, providing coverage during standard business hours (Pacific/Eastern time zones) as part of our follow-the-sun support model.

• Be among the foremost technical and troubleshooting experts for Augment Code's platform—you are the last line of defense before the core Engineering team
• Solve the most difficult technical problems faced by our strategic Enterprise customers, including complex integration issues, performance optimization, and architectural challenges
• Design and run operational processes to monitor top strategic customers and proactively help them evolve efficiency
• Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies
• Partner with Engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates
• Build sophisticated internal tools and automation using Python, JavaScript, or other languages to scale support operations
• Mentor and develop Support Engineers and Associate Support Engineers, establishing best practices and raising the technical bar
• Influence product roadmap by synthesizing customer feedback and identifying strategic opportunities

• Above all have a passion for solving technical problems and thrive in being an efficiency agent in technical teams
• Have 6-8+ years of experience in technical support, SRE/NOC, software engineering, or related technical roles
• Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience)—a strong software engineering foundation is important for this role's success
• Are very comfortable with using Python, JavaScript, TypeScript, or similar languages, to build production-quality tools
• Demonstrate expertise in distributed systems, cloud infrastructure, APIs, and modern software architecture
• Show familiarity with modern monitoring, alerting, and observability practices, with hands-on experience setting up metrics, logging, and tracing for distributed systems
• Possess exceptional communication skills, able to explain complex technical issues to both engineering and non-technical stakeholders, including executives
• Have strong track record of troubleshooting complex technical problems at the systems level in fast-paced, mission-critical environments
• Demonstrate leadership and mentorship abilities, with experience raising the technical capabilities of teams
• Are automation-first minded, constantly seeking opportunities to eliminate toil and scale operations
• Have solid understanding of cloud infrastructure (AWS, GCP, Azure) and are comfortable with load balancers, databases, containerized applications, and Kubernetes
• Can work cross-functionally in a high-trust environment, coordinating efforts across teams during incidents
• Have passion for AI and developer tools, with hands-on experience using or supporting AI/ML platforms
• Are open to flexible scheduling as the team grows, able to flex to customer demands

• Experience with SRE practices, SLIs/SLOs, and alert tuning
• Deep knowledge of IDE architectures and extension development
• Experience with infrastructure as code (Terraform, Pulumi, etc.)
• Previous experience at a high-growth developer tools or infrastructure company
• Track record of building support platforms or developer productivity tools
• Experience with observability platforms (Datadog, New Relic, Grafana, etc.)
• Contributions to open-source projects or technical community leadership
• Proficiency in Spanish, Mandarin, or other languages
• Experience working with Fortune 500 Enterprise customers

• Founding team opportunity - Be among the first support engineers and help shape the organization's future
• Comprehensive benefits - Health, Dental, Vision, and Life Insurance; Short and Long Term Disability
• Flexible work arrangements - Hybrid model with flexibility; potential 4-day workweek options
• Unlimited PTO - We focus on trust and ownership, not time in the chair
• Professional development - Work directly with cutting-edge AI technology and learn from world-class engineering teams
• Tools stipend - Get the equipment and tools you need to succeed
• Leadership opportunities - Clear path to Lead Support Engineer and management roles as the team scales to 10-15 people
• High impact - Your work will directly influence product direction and customer success at scale
• Company culture - Numerous social events and a collaborative, innovative environment

• Market leadership - Industry-leading context engine and cutting-edge AI technology
• Competitive advantage - Capitalize on competitors' lack of formal SLAs as a market opportunity
• Customer impact - Help developers at leading tech companies be more productive every day
• Growth trajectory - Series B company with strong funding and rapid expansion
• Innovation focus - Work with the latest AI models and developer tools
• Technical excellence - Collaborate with world-class engineering and research teams
• Shape the future - Help define what technical support looks like in the age of AI

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

Augment Code is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Augment Code's Applicant Privacy Policy.