Support Engineer
Support Engineer
Modal
Modal is a fast-growing AI infrastructure company providing GPU access and low-latency inference solutions. They are seeking a Support Engineer to enhance customer experience by providing technical support to developers using their platform. The role involves troubleshooting, guiding users, and collaborating with various teams to improve the product and support documentation.
Qualification
- 3-5 years of customer support or technical support experience, preferably with developer-facing products
- Strong written communication skills to explain technical concepts clearly
- Basic technical background with familiarity in Python, command line tools, and web technologies
- Experience with ticketing systems, knowledge bases, and support workflows
- Customer-first mindset with genuine interest in helping developers succeed
- Understanding of cloud platforms, APIs, or developer tools is a plus
- Basic familiarity with containerization, serverless computing, or ML/AI workflows is a plus
- Experience supporting SaaS or infrastructure products is a plus
Responsibility
- Respond to customer inquiries via email, chat, and support tickets in a timely manner
- Troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows
- Guide users through documentation, tutorials, and best practices for using Modal
- Escalate complex technical issues to engineering teams with clear context
- Maintain and improve knowledge base, FAQs, and support documentation
- Track common support requests and collaborate with product teams for improvements
- Monitor community channels and provide helpful responses to user questions
- Collaborate with sales and customer success teams for smooth onboarding
