Technical Support Engineer, Developer Platform

Description

The company runs one of the largest networks on the Internet, serving customers from individual bloggers to Fortune 500 companies. It protects and speeds up web applications without requiring hardware, software installs, or code changes.

This team supports individual developers, startups, and enterprise engineering teams that run production applications. Support works alongside Product and Engineering to resolve issues and improve the developer experience.

You will help developers build and run applications on Workers, Workers AI, Durable Objects, R2, D1, Workflows, Pages, Queues, and Workers KV. Your work covers investigating platform behavior, reproducing reported issues in a test account, guiding customers to enable logs and tracing, and turning what you find into practical guidance. You will also refine scripts, documentation, and AI-assisted workflows so the team solves problems consistently. The role mixes hands-on troubleshooting, customer communication, and ownership of a fast-changing platform.

The company is looking for people who question accepted workarounds and build fixes using current tools, including AI. It favors iteration, using AI to ship faster, and sharing every improvement with the whole team. Curiosity and a preference for practical work over bureaucracy are a good match.

Responsibilities

• Take support cases from first investigation to resolution over email, chat, and phone, with clear next steps, timely follow-up, and empathetic replies.
• Troubleshoot builds, deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs.
• Reproduce reported behavior in a sandbox, analyze platform logs and request telemetry, and help customers enable observability and tracing to find root causes.
• Work with Engineering on escalations, providing clear customer impact, reproduction steps, and diagnostic evidence, and keep customers updated until resolution.
• Write and maintain runbooks, AI skills, conversational flows, and documentation so automated workflows and customer guidance stay accurate.
• Build and refine diagnostic scripts, tools, and test examples that speed up troubleshooting for customers and teammates.
• Rank concurrent cases by customer impact, hand off cases clearly across time zones, and flag and communicate recurring issues or incidents.
• Work with teammates, Product, and Engineering to file reproducible bugs, verify fixes, and improve reliability and support processes.

Requirements

• 3-5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs.
• Able to write or change small scripts in JavaScript, Python, Bash, or a similar language to reproduce issues and check API behavior.
• Excellent written and verbal communication. You explain complex findings clearly, ask focused questions, set realistic expectations, and adapt to customers with varied technical skill.
• A structured approach to troubleshooting: isolate variables, compare environments, and read logs, stack traces, and error messages to find root causes.
• Solid understanding of HTTP(S), DNS, SSL/TLS, caching, and how requests travel between clients, edge networks, and origin servers.
• Familiarity with REST APIs, JSON, authentication headers, and basic SQL when investigating application or data issues.
• Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors.
• Comfortable in Linux or Unix-like environments with tools such as curl, dig, openssl, and Git, plus browser developer tools.
• Curious, self-directed, and good at prioritizing cases, working with teammates, and checking AI tool and documentation output.

Conditions

Full-time role on a Tuesday to Saturday or Sunday to Thursday rotation, starting at 11:00 AM Central Time.

Based in Austin, Texas, with work from the Austin office twice a week.

The role may require access to information controlled under U.S. export laws, including the Export Administration Regulations. Any offer may depend on your authorization to receive such technology without sponsorship for an export license.

Candidates who reach the offer stage may be asked to attend an in-person interview at a the company office or hub.