Support Engineer (New York)

Support Engineer

Modal is building the serverless compute platform to support the next generation of AI companies. In order to deliver the developer experience we wanted, we went deep and built our own infrastructureincluding our own custom file system, container runtime, scheduler, container image builder, and much more.

We're a small team based out of New York, Stockholm and San Francisco. In just one year, we've reached 8-figure revenue, tripled our headcount, scaled to support thousands of GPUs, and raised over $32M in funding.

Working at Modal means joining one of the fastest-growing AI infrastructure organizations at an early stage, with many opportunities to grow within the company. Our team includes creators of popular open-source projects, academic researchers, international olympiad medalists, and experienced engineering and product leaders with decades of experience.

The Role

Modal is looking for a Support Engineer to be the voice of our customer experience. As our user base grows rapidly, we need someone who can provide exceptional support to developers building the next generation of AI applications. You will :

• Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner
• Troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows
• Guide users through documentation, tutorials, and best practices for using Modal
• Escalate complex technical issues to engineering teams while providing clear context and reproduction steps
• Maintain and improve our knowledge base, FAQs, and support documentation
• Track common support requests and work with product teams to identify opportunities for platform improvements
• Monitor community channels (Slack, Reddit, etc.) and provide helpful responses to user questions
• Collaborate with sales and customer success teams to ensure smooth customer onboarding
• Help identify and communicate customer feedback to inform product roadmap decisions

Requirements