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Reducto · 1 day ago

Founding Support Engineer (Remote)

United States

Full-time

Remote

Mid Level

Reducto is a company that helps AI teams ingest real world enterprise data with state of the art accuracy. They are seeking a Founding Support Engineer to be the front line for developers using their API, triaging and resolving issues while building durable support processes.

Artificial Intelligence (AI)Developer APIsDocument ManagementGenerative AI

Responsibilities

Be the front line for developers using Reducto's API — triage, reproduce, and resolve issues across auth, webhooks, rate limits, schema/field extraction, and SDKs

Own the debugging loop end-to-end — capture great repros, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering

Build durable support processes — write playbooks, macros, and self-serve docs; instrument queues and SLAs; tighten feedback loops so issues don't repeat

Use AI to move faster — summarize long logs, cluster similar tickets, propose replies, and draft docs; measure where AI assists actually reduce time-to-resolution

Champion the developer experience — spot rough edges in our API, docs, and tooling; partner with Engineering and Product on roadmap fixes and quality-of-life improvements

Qualification

Systematic debuggingPythonAPI supportTypeScriptObservability stacksAWS primitivesProduct senseCommunication skillsHigh ownership

Required

Communicate clearly and empathetically with developers and non-technical users

Are excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks)

Are comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros

Have strong product sense: you don't just fix symptoms — you propose changes that eliminate whole classes of issues

Thrive in a high-ownership, early-stage environment and bias toward action

Be the front line for developers using Reducto's API — triage, reproduce, and resolve issues across auth, webhooks, rate limits, schema/field extraction, and SDKs

Own the debugging loop end-to-end — capture great repros, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering

Build durable support processes — write playbooks, macros, and self-serve docs; instrument queues and SLAs; tighten feedback loops so issues don't repeat

Use AI to move faster — summarize long logs, cluster similar tickets, propose replies, and draft docs; measure where AI assists actually reduce time-to-resolution

Champion the developer experience — spot rough edges in our API, docs, and tooling; partner with Engineering and Product on roadmap fixes and quality-of-life improvements

Preferred

Have supported API-first or developer-tooling products

Have used observability stacks (logs/metrics/traces) and basic SQL to investigate issues

Have worked with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines

Have experience applying LLMs to customer-support workflows (classification, summarization, reply suggestions)

Benefits

Unlimited PTO: We believe great work requires recharging

Lunch: Receive a free lunch to eat with your teammates daily at the office

Reimbursed Transportation: Provide us with your receipts and we’ll take care of the costs

Insurance: Generous health insurance covering medical, dental, and vision

Health and Wellness Budget: We provide up to $150/mo reimbursement for health and wellness spending, such as gym memberships, fitness classes, or similar

Parental Leave: Work with us to build a leave schedule that works for you and your family