Senior Systems Engineer, Rust
RISC Zero
GoOpen SourceRust
Job Level
Mid-LevelSenior
Tech Stack
Open SourceRust
About the role
- Be the first responder for users via email, Discord, GitHub Issues—answering questions, resolving issues, and delivering help with clarity and empathy.
- Triage incoming requests: categorize issues (bug, billing, feedback, etc.), prioritize based on urgency and impact, and escalate to engineering when needed.
- Reproduce reported technical issues, gather logs, steps, and context so engineers can act quickly and precisely.
- Maintain and improve documentation (internal & external) so users can self-serve more effectively.
- Triage GitHub issues to ensure they have good reproduction steps, clear description, and relevant metadata.
- Identify common patterns in support tickets; working with the team to reduce recurring issues.
- Act as a user advocate inside Zed, ensuring feedback, frustration, and successes from real users influence our roadmap, processes, and improvements.
Requirements
- Profound user focus: you care about how people experience Zed and are driven to help them succeed.
- Excellent written communication: clear, kind, precise. Able to explain technical issues to non-technical people, and vice versa.
- Technical fluency sufficient to reproduce bugs, understand developer workflows, and give feedback that engineers find usable.
- Experience with support in a technical / developer context (SaaS, open source, etc.) is highly valued.
- Comfortable navigating and responding across platforms (GitHub Issues, Discord, email, etc.).
- Self-starter: can work with ambiguity, take ownership of tickets, follow through until resolution.
