Senior Support Engineer
Senior Support Engineer
Posted on :
05-04-2025
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1 Vacancy
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Job Description
Your mission
As the Founding Senior Support Engineer you will be key in shaping the strategic support process. Your role will involve providing exceptional technical support to customers handling inquiries troubleshooting technical issues and working closely with product and engineering teams to enhance our offerings.
Youll have the chance to define the processes tools and systems that will enable us to deliver toptier support as we continue to grow.
Our mission
We are an AI startup that empowers developers to build applications that use natural language as the interface to data. Our opensource frameworkHaystackis used by thousands of developers to build LLM applications. Our LLM platformdeepset AI Platform enables enterprises worldwide to unlock the potential of large language models for their business cases. Come join our team and work with tech experts on realworld cases in a fastpaced and highimpact environment and shape the AI space together with us.
Life at deepset
At deepset you will find an environment with equal opportunities to grow share ideas build relationships and succeed. We believe every employee is important and generates a direct impact on our teams success.
We are certifiedby Flexa Careers as a flexible employer and our remote first culture is designed to provide worklife balance autonomy and flexibility.
Our daily meetings the in person re:base and the social events allow us to work with great synergy. We would like to invite you to visitour lifepage to learn more about our culture.
We are certifiedby Flexa Careers as a flexible employer and our remote first culture is designed to provide worklife balance autonomy and flexibility.
Our daily meetings the in person re:base and the social events allow us to work with great synergy. We would like to invite you to visitour lifepage to learn more about our culture.
Your impact
- Identification troubleshooting and resolution of Customer technical cases.
- Documentation of case resolution and knowledge base creation.
- As the first Support Engineer; assist with defining implementing and continually improving Support processes.
- Provide guidance to our Customers using your understanding of the deepset platform as well as resolving the immediate problem.
- Collaboration with other deepset teams to address bugs performance issues and feature requests.
- Contribute to the documentation and roadmap of our products.
Your profile
- Experienced with investigating logs SaaS infrastructure networking and API usage.
- Should be competent with using Python
- The ideal candidate would have experience with GenAI and their practical applications
- Excellent problem solving communication expectation management and interpersonal skills with a Customer focused consultative approach.
- Proven experience in a technical support or similar role within startups and scaling to 500 employees focusing on B2B engagements with technical products and customers.
- Proficient in managing Cloud/SaaS solutions AI platforms and hybrid OnPrem environments.
- Excited about learning new technologies and keeping up to date with new product features and functionality.
Perks
- Remotefirst or hybrid:You can choose to work from home or any other workspace that suits you. We offer home office setup (equipment and furniture) and we would be happy to sponsor a coworking spot.
- Grow:Personal and professional growth is important to us. We have an annual learning and development budget and also the opportunity to speak at conferences internal knowledge sharing and workshops.
- Connect:We have a virtual office a monthly social budget to reconnect virtually or in person online walks and talks with colleagues from other teams and a flexible travel policy that enables you to meet colleagues in person for special occasions.
- You are an owner:All employees are enrolled in the employee stock option plan and own a part of the company.
- Personal time off:If you want to recharge and travel the world there are 30 days of paid vacation.
- Choose your tech:The choice is yours among our preselected options and we will provide what you need.
- Pension fund and Health Insurance fitting with your main working location:All fulltime employees are eligible for the pension plan according to the legal guidelines in their location. We also offer health dental and vision for employees in the US in compliance with the local market.
- Travel Insurance:We want you to be secure during your travels. Therefore we offer every employee additional travel insurance.
- Sports budget:To boost your health and wellbeing we offer a monthly allowance for your sports activity.
- Oliva employee mental wellbeing benefit:To boost your wellbeing we offer a benefit that helps you to respond to pivotal moments at work and beyond.
- Dogfriendly:Our main coworking partner Mindspace welcomes dogs so you can also bring your best friend to the office and our HQ in Berlin also welcomes dogs
- Enhanced days off for Family Sick Leave:We offer additional days in case your child gets sick.
- Additional days off:We dont work on the 24th & the 31st of December.
- Flexible working hours:You can adapt your work to your private life.
What colleagues say
I got to see the challenge of identifying use cases for AI and building and evaluating an LLMbased application first hand in my previous role. As a result deepsets mission to empower teams to leverage this transformational technology deeply resonated with me.
AI is one of the biggest innovations in technology that we have seen since the Internet. Having a chance to work and learn from a company that is at the heart of the ecosystem and has been accumulating expertise in this space since 2018 was an opportunity that I had to jump on!
I am super excited to have joined this incredibly talented team! (Eliza Product Manager)
Deepset enables me to work with extremely talented and likeminded people on the tech Im passionate about. It is just outstanding to find such a wellorganized and yet creativityencouraging environment. Seeing everyone is dedicated to the bone to pushing this thrilling technology to its limits puts the cherry on top.Needless to say: Im proud to be part of deepset! (Thomas Senior NLP Engineer)
AI is one of the biggest innovations in technology that we have seen since the Internet. Having a chance to work and learn from a company that is at the heart of the ecosystem and has been accumulating expertise in this space since 2018 was an opportunity that I had to jump on!
I am super excited to have joined this incredibly talented team! (Eliza Product Manager)
Deepset enables me to work with extremely talented and likeminded people on the tech Im passionate about. It is just outstanding to find such a wellorganized and yet creativityencouraging environment. Seeing everyone is dedicated to the bone to pushing this thrilling technology to its limits puts the cherry on top.Needless to say: Im proud to be part of deepset! (Thomas Senior NLP Engineer)
About us
Our vision:We make machines understand language so that humans can achieve more.
Our mission: To make custom AI solutions accessible to every organization driving adoption and impact. By combining innovation with expertise we simplify the complexity of LLM agent and application development empowering teams to solve their most missioncritical challenges with speed trust and control.
Visit us to learn more: Website GitHub Linkedin X (Twitter)
Our mission: To make custom AI solutions accessible to every organization driving adoption and impact. By combining innovation with expertise we simplify the complexity of LLM agent and application development empowering teams to solve their most missioncritical challenges with speed trust and control.
Visit us to learn more: Website GitHub Linkedin X (Twitter)
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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