Technical Success Engineer - Multiple Levels (m/f)

About Augment Code

Augment Code is the only AI coding assistant built for professional software engineers working in large, production-grade codebases. Our industry-leading Context Engine understands entire repositories, enabling developers to stay in flow while writing, reviewing, and understanding code. Backed by top-tier investors and trusted by engineering teams at leading tech companies, Augment Code is redefining how modern software is built.

About the Team

You'll be joining the founding support team at a pivotal moment in Augment Code's growth. This is a unique opportunity to help build the industry's most trusted and relied-on success and support organization for AI-assisted coding. We're establishing 24/5 follow-the-sun coverage across three global regions, and you'll work closely with GTM (Solutions Architects, Account Executives), Engineering, and Product teams to ensure no Augment user—whether using an IDE plug-in, the Auggie CLI, or remote agents— "walks alone."

About the Role

As a Support Engineer, you'll be a technical expert helping developers across North America solve complex technical challenges with Augment Code. You'll handle sophisticated troubleshooting, mentor Associate Support Engineers, and contribute to building scalable support processes. This role requires strong technical knowledge of software development, AI-assisted coding tools, and the ability to work independently on challenging problems while maintaining exceptional customer experiences.

This role is based in the North America region, providing coverage during standard business hours (Pacific/Eastern time zones) as part of our follow-the-sun support model.

In this role, you will:

Resolve complex technical issues across IDE integrations, AI agent behavior, codebase indexing, API usage, and developer workflows
Serve as a technical escalation point for Associate Support Engineers, providing guidance and mentorship
Work directly with Enterprise customers via shared Slack channels, video calls, and technical deep-dives to ensure their success
Reproduce, diagnose, and document sophisticated bugs and edge cases, collaborating closely with Engineering teams to drive resolution
Build and maintain internal tools, scripts, and automations to scale support operations and improve team efficiency
Develop comprehensive documentation, including troubleshooting guides, best practices, and technical knowledge base articles
Mentor and develop Associate Support Engineers, establishing best practices and raising the technical bar
Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies
Partner with Engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates

You might thrive in this role if you:

Fluent English business written and verbal communication
Above all have a passion for solving technical problems and thrive in being an efficiency agent in technical teams
Have 4-6 years of experience in technical support, SRE/NOC, software engineering, or related technical roles
Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience) - a strong software engineering foundation is important for this role's success
Are very comfortable with using Python, JavaScript, TypeScript, or similar languages, to build production-quality tools
Demonstrate expertise in distributed systems, cloud infrastructure, APIs, and modern software architecture
Show familiarity with modern monitoring, alerting, and observability practices, with hands-on experience setting up metrics, logging, and tracing for distributed systems
Possess exceptional communication skills, able to explain complex technical issues to both engineering and non-technical stakeholders, including executives
Have strong track record of troubleshooting complex technical problems at the systems level in fast-paced, mission-critical environments
Demonstrate leadership and mentorship abilities, with experience raising the technical capabilities of teams
Are automation-first minded, constantly seeking opportunities to eliminate toil and scale operations
Have solid understanding of cloud infrastructure (AWS, GCP, Azure) and are comfortable with load balancers, databases, containerized applications, and Kubernetes
Can work cross-functionally in a high-trust environment, coordinating efforts across teams during incidents
Have passion for AI and developer tools, with hands-on experience using or supporting AI/ML platforms
Are open to flexible scheduling as the team grows, able to flex to customer demands

Nice to have:

Experience with SRE practices, SLIs/SLOs, and alert tuning
Deep knowledge of IDE architectures and extension development
Experience with infrastructure as code (Terraform, Pulumi, etc.)
Previous experience at a high-growth developer tools or infrastructure company
Track record of building support platforms or developer productivity tools
Experience with observability platforms (Datadog, New Relic, Grafana, etc.)
Contributions to open-source projects or technical community leadership
Proficiency in Languages on top of English (Spanish, German, or French)
Experience working with Fortune 500 Enterprise customers

What we offer:

Founding team opportunity - Be among the first support engineers and help shape the organization's future
Flexible work arrangements - Hybrid model with flexibility
Professional development - Work directly with cutting-edge AI technology and learn from world-class engineering teams
Tools stipend - Get the equipment and tools you need to succeed
High impact - Your work will directly influence product direction and customer success at scale

Why Augment Code?

Market leadership - Industry-leading context engine and cutting-edge AI technology
Competitive advantage - Capitalize on competitors' lack of formal SLAs as a market opportunity
Customer impact - Help developers at leading tech companies be more productive every day
Growth trajectory - Series B company with strong funding and rapid expansion
Innovation focus - Work with the latest AI models and developer tools
Technical excellence - Collaborate with world-class engineering and research teams
Shape the future - Help define what technical support looks like in the age of AI

Technical Success Engineer - Multiple Levels (m/f)

Augment Code

Augment Code

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