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Technical Support Engineer

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Technical Support Engineer in UK

  • Factory
  • Full time
  • Email
  • London

Responsibilities

  • Resolve complex customer challenges involving architecture, performance, recovery, security, and operation of Factory’s platform.
  • Advocate for customers by communicating their needs to product management and engineering teams.
  • Develop internal tools for performance benchmarking, diagnostics, automation, and operational excellence.
  • Create deployment playbooks, scalable processes, and dashboards that support data-informed decisions.
  • Collaborate with customer success, growth, engineering, leadership, and technical teams.

Requirements

  • Strong technical experience in programming, operations, or related areas.
  • Proficiency in one or more modern programming languages such as Python, Go, Java, C++, or JavaScript/Node.js.
  • Experience administering large-scale production environments, including hardware, operating systems, networks, firewalls, load balancers, and cloud platforms.
  • Strong written and verbal communication skills and a desire to help people and advocate for customer success.
  • Ability to investigate and solve problems calmly and effectively in real time.
  • Ability to learn new technical skills rapidly, adapt to emerging technologies, collaborate effectively, and exercise sound judgment.
  • Experience with AI/ML or enterprise software, especially B2B SaaS, is a plus.
  • Startup or high-growth company experience building processes and tools from scratch is a plus.
  • Familiarity with observability tools, automation frameworks, or CI/CD pipelines is a plus.
  • Basic coding or scripting experience beyond a primary language is a plus.

Factory

Factory is an AI research lab, bringing autonomy to software engineering with Droids.

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