[Remote] Support Engineer at Modal

New York, New York, United States

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$120,000 – $170,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Cloud Computing, Software DevelopmentIndustries

Requirements

Candidates should have 3-5 years of customer support or technical support experience, preferably with developer-facing products. Strong written communication skills are essential for explaining technical concepts clearly and patiently. A basic technical background with familiarity in Python, command line tools, and web technologies is required, along with experience using ticketing systems, knowledge bases, and support workflows. A customer-first mindset and a genuine interest in helping developers succeed are also necessary. Experience with cloud platforms, APIs, developer tools, containerization, serverless computing, ML/AI workflows, Git, package management, deployment processes, Go, or TypeScript are considered a plus.

Responsibilities

The Support Engineer will respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner. They will troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows, and guide users through documentation, tutorials, and best practices. The role involves escalating complex technical issues to engineering teams with clear context and reproduction steps, as well as maintaining and improving the knowledge base, FAQs, and support documentation. Responsibilities also include tracking common support requests to identify platform improvement opportunities, monitoring community channels to provide helpful responses, and collaborating with sales and customer success teams for smooth customer onboarding. Additionally, the Support Engineer will help identify and communicate customer feedback to inform product roadmap decisions.

Skills

Customer Support

Technical Troubleshooting

Python

Documentation

Knowledge Base Management

Community Management

Slack

AI Platforms

Serverless Compute

Modal

Employee training and skill development platform

About Modal

Modal Learning focuses on improving employee performance through skill development for businesses. Their main product, the Modal Mastery Platform, uses active learning techniques, including live cohort sessions, labs, and one-on-one coaching, to help employees engage with the material effectively. Unlike competitors, Modal Learning offers a subscription model that provides structured eight-week training programs, aligning skill development with organizational goals. The company's goal is to empower employees and help organizations retain talent by providing clear career development paths.

San Francisco, CaliforniaHeadquarters

2021Year Founded

$30.8MTotal Funding

EARLY_VCCompany Stage

Consulting, EducationIndustries

51-200Employees