Platform Support Engineer

Description

The company applies physics AI to industrial engineering and manufacturing, with the aim of speeding up hardware development.

It is building a new simulation software stack that brings physics AI into every stage of the engineering lifecycle.

Its customers include organisations in aerospace and defence, automotive, semiconductors, materials, and energy and renewables, often on some of their most critical and complex problems.

The company is headquartered in the United Kingdom, has offices in London, New York and Singapore, and is growing its presence in the Bay Area.

Responsibilities

• You are the first technical contact for enterprise customers and for internal users of the platform.
• You take each issue from intake to resolution: triage, first investigation, customer updates, and a clear handover to Product, SRE, FDSE or Deployment Engineering when you cannot fix it yourself.
• This role is more than a service desk. You help build the repeatable front door to the company's deeper technical work.
• You remain the first engineer on every issue and own it until it is closed, whether you fix it or escalate.
• Aim to resolve a growing share of issues without escalating, and when you do escalate, pass on a root-cause diagnosis rather than just the symptom.
• Triage incoming issues, set severity, and run first-pass investigation across the product, platform, infrastructure and customer environment to find the likely source.
• When escalating, include logs, events, config, a timeline, what you already tried, and a recommended next step.
• Follow a structured incident process with response targets, clean handovers and post-mortems.
• Investigate inside the platform by navigating Kubernetes (EKS, AKS and others), inspecting workloads, ingress, permissions and cluster health, and reading events and logs to find what is failing and why. You do not need cluster admin rights, but you must know when to hand over.
• Use Linux, container and Helm knowledge, monitoring signals (logs, metrics, alerts, Prometheus-style) and cloud fundamentals (networking, compute, storage, IAM) to decide whether a symptom comes from the application, the cluster or the cloud layer.
• Time-box investigations and escalate promptly when progress stalls.
• Look in the cluster but make changes through Git. Fixes go through reviewed pull requests or a ready-to-review change for the owning team, because live edits get reverted by reconciliation (for example Argo CD) or drift from Git. Flag drift when you see it.
• If urgent action such as restarting a workload is needed to stabilise things, take it deliberately, record it on the ticket, and put the lasting fix in Git.
• Send customers and internal stakeholders plain-language updates covering what is known, what is not, and what happens next.
• Walk customer engineers through steps when you cannot access their environment, as with air-gapped deployments.
• Set a defensible priority order across competing issues, state what is being deprioritised and why, and say when it will be revisited.
• Write runbooks, document repeatable fixes, and send recurring issues to Product and Platform teams so they are fixed at source.
• Support SaaS, hosted/VPC and air-gapped deployments, understanding how release, scanning and promotion differ and how that affects resolution time.
• Support is being set up now and tooling, including ticketing, will change, so you will help decide what comes next.
• You will work with a globally distributed team.

Requirements

• Communicate clearly with non-technical people, including during live incidents and when guiding someone remotely.
• Judge triage and escalation well: tell company defects apart from deployment or config issues and customer-side dependencies, know what justifies out-of-hours contact, and stay calm when things are broken.
• Be familiar with Kubernetes, including investigating pods that will not start or keep restarting, and know when to hand over.
• Think in GitOps terms: Git as source of truth, change through pull requests, and environment promotion. Argo CD experience helps, but the mindset matters more than the tool.
• Have strong Linux and troubleshooting fundamentals.
• Know cloud fundamentals (networking, compute, storage, IAM) and be comfortable reading logs, metrics and alerts.
• Work comfortably across teams and with change in a fast-moving, new function.
• Have experience with structured support or incident management, such as ITSM, severity classification and post-incident reviews.
• Have hands-on experience troubleshooting Argo CD, Helm, Docker or YAML.
• Have deeper EKS or AKS experience.
• Have experience across SaaS, VPC and air-gapped deployments.
• Have a habit of writing runbooks and improving playbooks.
• Current stack, a snapshot rather than a requirement: Kubernetes, Argo CD, Docker, Helm, Prometheus-style monitoring, Linear for engineering work, Slack for coordination and Zendesk for ticketing.

Conditions

This is a hybrid role, working from the New York City office 3 days per week.

Coverage includes planned evening shifts and a weekend rota, with the pattern changing as demand grows.

The company is committed to equal employment opportunity regardless of sex, race, religion, ethnicity, nationality, disability, age, sexual orientation or gender identity, and strongly encourages applications from groups underrepresented in tech.

Benefits

• Work on problems that matter: help shape an AI-native engineering company at an early stage, tackling challenges with real impact on industry and society.
• Work alongside engineers, scientists and operators who care about doing excellent work and helping each other improve, drawn from varied backgrounds.
• The structure is flat: ideas are judged on merit wherever they come from, and questioning assumptions is expected.
• Sustainable pace: focused, ambitious work balanced with a life outside work.
• Equity options.
• 401(k) with a 5% company contribution.
• Free team lunch once a week.
• Private health insurance with comprehensive cover for you.
• Enhanced parental leave: 3 months at full pay for paternity and 6 months at full pay for maternity.
• 20 days of annual leave plus public holidays.
• Personal development support for learning and progressing over time.
• Subsidised Gympass / Wellhub membership for you and up to 3 family members, supporting physical and mental wellbeing.
• Flexible Spending Account to set aside pre-tax dollars for eligible healthcare expenses.
• The company sponsors bright women from disadvantaged backgrounds through their university degrees in science and mathematics.
• More benefits are planned as the company grows.