Technical Support Engineer - US

About the Role

Factory is bringing autonomy to software engineering. We are looking for a Technical Support Engineer to ensure customers get maximum value from our developer-centric platform. This position sits at the intersection of customer success, product management and engineering.

You will partner with customers to resolve architecture, performance and operational challenges and contribute to internal tools that improve our product’s scalability. As with all Factory roles, you will help shape how we build and deliver autonomous software and will work closely with our leadership and technical teams to ensure operational excellence as we scale.

This is an in-office position (5 days/week) in San Francisco (walking distance to Caltrain)

What You Will Do and Achieve

• Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security - becoming an expert resource on best practices for running Factory’s platform.
• Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
• Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
• Collaborate cross-functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data-informed decisions.

Qualifications

We consider all candidates with an eye for those who are self-taught, insatiably curious and multi-faceted. Ideal candidates should have strong technical experience in one or more of the following areas:

• Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
• Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
• Excellent written and verbal communication skills.
• A genuine desire to help people and advocate for customer success.
• A strong diagnostic instinct-the ability to investigate and solve problems calmly and effectively in real time.
• A capacity to rapidly learn new technical skills and adapt to emerging technologies.
• Strong teamwork skills and sound judgment on when to seek help or collaborate.

Nice to Have

• Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory’s mission.
• Prior work at startups or in high-growth environments where you built processes and tools from scratch.
• Familiarity with observability tools, automation frameworks or CI/CD pipelines.
• Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).