Founding Support Engineer

About this role

Batch: 2024/2025/2026. About the role: - Work on customer support for TrueFoundry's infrastructure platform, handling tickets from P0 through P3 severity levels with response and resolution targets matched to each tier - Diagnose and resolve infrastructure issues by reading logs, reasoning through distributed system behavior, and identifying root causes rather than applying surface-level fixes - Write clear, detailed bug reports for the engineering team when issues require development work, including steps to reproduce and underlying causes - Maintain comprehensive runbooks and knowledge base documentation that enables faster resolution and helps the team handle incidents more effectively - Cover on-call shifts and participate in incident response, staying level-headed when systems are actively failing - Build and maintain strong customer satisfaction through timely communication and reliable fixes, measured by first contact resolution rates and low ticket reopen rates What you'll bring: - Ability to read and interpret application and infrastructure logs to trace issues across multiple components - Solid grasp of distributed systems concepts and how they behave under load or failure - Hands-on experience with Kubernetes and at least one major cloud platform (AWS, GCP, or Azure) - Experience working with large language models, AI agents, or ML pipelines in production environments; if you have this, you'll move quickly even if some details are new - Strong written communication skills—most of your work involves documenting issues, writing up findings, and explaining technical problems to both technical and non-technical stakeholders, and this matters as much as your technical abilities - Ownership mindset: you see problems through to real resolution, take initiative to improve processes, and drive solutions with hustle and creativity - Comfort making data-driven decisions and operating in situations where you know less than you'd like before moving forward - Willingness to think outside standard playbooks and find unconventional solutions when needed How we'll measure your success: - Your tickets are resolved quickly, with most issues fixed on first contact and very few reopens - You consistently meet the response time targets for your severity tier - Customers report high satisfaction with your support - The issues you escalate to engineering come with clean, reproducible reports and genuine root cause analysis - Your documentation and runbooks stand up to review by the rest of the team and actually get used - You follow the team's escalation and tiering process reliably and pull your weight on on-call coverage