IT Support Technician
Amentum
ITSMRayServiceNow
Customer Support Engineer
Galileo 🔭
full-time
Posted on:
Location Type: Hybrid
Location: Burlingame • California • 🇺🇸 United States
Visit company websiteSalary
💰 $170,000 - $200,000 per year
Job Level
Mid-LevelSenior
Tech Stack
GrafanaPythonTypeScript
About the role
- Serve as the primary point of contact for inbound customer inquiries and tickets, providing timely and professional responses across all support channels while evangelizing Galileo’s capabilities.
- Assess severity and priority of incoming issues, conduct initial investigation including isolating problems, identifying affected product areas, and reproducing issues to perform root-cause analysis.
- Review product telemetry (Grafana dashboards), API requests/responses, logs, and customer application environments and code to diagnose complex technical issues related to GenAI evaluation and observability workflows.
- Determine when issues can be resolved within Support or Customer Success teams, providing solutions through workarounds, code samples, product documentation, or configuration guidance.
- Drive continuous improvements in support processes, including establishing and maintaining knowledge base content, implementing AI-driven support efficiencies, and optimizing support workflows.
- Analyze customer issue patterns and provide regular, actionable feedback to Product teams to drive improvements in documentation, platform usability, and feature development.
- For issues requiring deeper investigation, create detailed tickets with reproduction steps and technical context, then route appropriately to Product and Engineering teams.
- Maintain ongoing, transparent communication with customers throughout the investigation and resolution process via Pylon ticketing system, Slack, and direct calls as needed.
- Partner with Sales, Product and Engineering teams on issue resolution, facilitating additional data collection from customers and coordinating fix deployment and validation.
- Keep Customer Success team informed on ongoing issue status, ensuring seamless coordination and customer relationship management.
Requirements
- 3+ years of experience in technical support, customer support engineering, or DevOps roles, preferably at B2B SaaS or developer tools companies.
- Strong debugging and problem-solving skills with experience investigating complex technical issues, analyzing logs, reviewing code, and using monitoring tools.
- Passion to unblock someone in building with Galileo and curious to constantly tinker with different products and technologies in the GenAI space.
- Ability to work independently, prioritize effectively, and manage multiple concurrent issues in a fast-paced startup environment.
- Familiarity with GenAI applications, LLM-based systems, and common challenges in building AI applications (RAG systems, agentic workflows, evaluation patterns preferred).
- Working knowledge of Python or TypeScript with ability to read and understand customer code, write code samples, and debug integration issues.
- Experience with observability tools (Grafana, Datadog, or similar), logging systems, and debugging production applications.
- Excellent written and verbal communication skills, with ability to explain technical concepts clearly and maintain professional, empathetic customer interactions.
- Passionate about delivering exceptional customer experiences, with patience and dedication to seeing issues through to resolution.
- Ability to document issues, maintain organized ticket management, and contribute to building scalable support processes.
- Familiarity with customer support platforms (Pylon, Zendesk, Intercom, or similar) and ticketing system best practices.
- Experience with project management and issue tracking platforms (Shortcut, JIRA, Linear, or similar) for creating and managing escalations.
Benefits
- Unlimited PTO 🌊
- Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks 🚼
- Employee Stock Participation Plan 📈
- Commuter Benefits 🚖
- Mental and Physical Wellness 🧘
- Catered meals on in-office days 🍱
- Headquarters Office in San Francisco 🌉 and a hub in New York 🌇
- Build the company with the Founders 🧑💻
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
debuggingproblem-solvingPythonTypeScriptobservability toolsGrafanaDatadoglogging systemsGenAI applicationsLLM-based systems
Soft skills
communicationcustomer experiencepatiencededicationindependenceprioritizationorganizationempathycollaborationfeedback
