Customer Support Engineer

Job description

ABOUT E2B E2B is a fast-growing Series A startup with over $37M in funding and 8-figure revenue. We are building the Agent Cloud and power the infrastructure behind AI labs and some of the most widely used consumer and enterprise agents, including Manus, Genspark, Lindy, ClickUp, Groq, and Artificial Analysis. Our team includes original authors of Firecracker, the AWS microVM technology powering Lambda, along with alumni of Cognition, JetBrains, Zapier, and Wish. ABOUT THE ROLE This is our second support hire. Customers using E2B in production, from individual developers to frontier AI labs to enterprise banks, file tickets when something breaks. We need someone who can own the front line and become the technical bridge between customers and the engineering team. You'll spend most of your time inside the product: reproducing what customers report, reading sandbox logs, running the SDK against live edge cases, and figuring out what's actually wrong before anything reaches an engineer. The customers writing to us are technical, so the answer is rarely "have you tried turning it off and on." It's usually "your egress is being blocked by your VPC routing" or "the sandbox template has a stale base image." You'll also own our public docs. Every recurring question becomes a documentation gap, and you'll close it. WHAT YOU'LL DO - Triage incoming customer issues across our Dashboard, email, Slack Connect, and Discord. Be the first technical responder during US hours. - Reproduce reported bugs against the E2B SDK and sandbox runtime. Capture the failing input, isolate the variable that breaks, and document repro steps before escalating. - Read logs and traces. Pull sandbox logs, parse SDK telemetry, and correlate with platform metrics to figure out where in the stack a problem actually lives. - Write fixes for documentation, examples, and SDK error messages. When a customer hits a confusing failure mode, the doc gets clearer the same week. - Own the docs site. Keep our documentation accurate as the product evolves. Land changes alongside engineering releases, not weeks after. - Escalate cleanly. When an issue is genuinely product, hand off to engineering with a complete repro, suspected root cause, and customer impact summary. No throw-it-over-the-wall tickets. - Catch patterns. If three customers hit the same edge case in a week, that's a product signal. Surface it in the engineering and product channels with data and evidence. - Build internal tooling for support. Scripts, dashboards, runbooks. If something is repeatable, automate it. WHAT WE'RE LOOKING FOR - 2+ years in a technical support, customer engineering, or developer support role at a cloud, PaaS, or DevTools company. - Strong Linux fluency. You're comfortable on a shell, can read systemd logs, follow tcpdump output, and reason about networking (DNS, routing, firewalls, proxies) without Googling every command. - Comfortable in Python and TypeScript. You don't need to be shipping production features, but you should be able to read the SDKs, write a 50-line reproduction script, and patch a doc example. - Strong written communication. Most customer interactions are async and text-only. You write tight, scannable, technically precise replies. - Documentation instincts. You've owned or maintained public docs before, or you've left a clear paper trail in internal wikis or runbooks. You see undocumented behavior as a bug. - Calm under pressure. Production incidents, angry enterprise customers, and ambiguous repros don't rattle you. - Excited to work in person from San Francisco. NICE-TO-HAVE - Experience supporting an SDK or API product with usage-based pricing. The mechanics of metering, quotas, and rate limits come up constantly. - Familiarity with virtualization or container isolation models. Knowing why "my container can't see /dev/loop0" is interesting helps a lot. - Past contributions to open-source projects, especially in the developer-tools or AI agent ecosystem. - Experience using AI agent frameworks (LangChain, CrewAI, Vercel AI SDK) on the building side, not just supporting them. - Prior work supporting customers running in BYOC or on-prem deployments. WHAT IT’S LIKE TO WORK AT E2B We’re a fast-growing startup with in-person (4 days on-site, 1 day WFH) offices in San Francisco and Prague, Czech Republic. We already generate 8-figure revenue and work directly with top-tier AI companies like Manus, Genspark, Lindy, ClickUp, Groq, Artificial Analysis and other exciting teams pushing the frontier of AI. We offer healthcare, vision, and dental insurance, unlimited PTO, 401k, and a variety of perks for in-office employees.