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Associate Support Engineer

Palo Alto, California, United States

About Augment Code

Augment Code is the only AI coding assistant built for professional software engineers working in large, production‑grade codebases. Our Context  Engine understands your entire repo, enabling developers to stay in flow while writing, reviewing, and understanding code. Backed by top‑tier investors and trusted by engineering teams at leading tech companies, Augment Code is redefining how modern software is built.

About the Team

You'll be joining the founding support team at a pivotal moment in Augment Code's growth. This is a unique opportunity to help build the industry's most trusted and relied-on success and support organization for AI-assisted coding. We're establishing 24/5 follow-the-sun coverage across three global regions, and you'll work closely with GTM (Solutions Architects, Account Executives), Engineering, and Product teams to ensure no Augment user—whether using an IDE plug-in, the Auggie CLI, or remote agents— "walks alone."

About the Role

As an Associate Support Engineer, you'll be on the front lines helping developers solve technical challenges with Augment Code. This is a highly technical role where you'll diagnose IDE issues, troubleshoot integration problems, and ensure every developer gets the support they need to succeed. You'll gain deep expertise in AI-assisted development tools while building the foundation for a world-class support organization.

This role is based in the North America region, providing coverage during standard business hours (Pacific/Eastern time zones) as part of our follow-the-sun support model.

In this role, you will:

  • Provide exceptional technical support via support portal tickets, chat, email, and Enterprise shared Slack channels to developers using Augment Code across IDEs (VS Code, JetBrains, Vim, Neovim, Zed)
  • Debug and troubleshoot technical issues related to IDE integrations, AI agent behavior, codebase indexing, and developer workflows
  • Reproduce and document software bugs and usability problems, working closely with Engineering to drive resolution
  • Triage incoming requests across multiple channels, ensuring proper prioritization and routing of customer issues
  • Build knowledge base content and internal documentation to scale support operations and empower both customers and teammates
  • Collaborate cross-functionally with Solutions Architects, Account Executives, Engineering, and Product teams to advocate for customer needs
  • Escalate complex issues to Support Engineers and Senior Support Engineers when needed, providing clear context and documentation
  • Learn and grow through mentorship from experienced Support Engineers, building technical expertise over time

You might thrive in this role if you:

  • Above all have a passion for solving technical problems and thrive in being an efficiency agent in technical teams
  • Have 1-3 years of experience in technical support, software engineering, customer success, or related technical roles
  • Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience)
  • Are familiar with using Python, JavaScript, TypeScript, or similar languages
  • Demonstrate strong problem-solving skills with a passion for digging deep into technical issues
  • Show genuine curiosity about AI and LLMs, with eagerness to learn about AI-assisted development tools
  • Possess excellent communication skills, able to explain technical concepts to diverse audiences
  • Have strong track record of troubleshooting technical problems in fast-paced environments
  • Demonstrate learning agility and eagerness to grow under mentorship
  • Are automation-first minded, constantly seeking opportunities to eliminate toil
  • Have an understanding of cloud infrastructure (AWS, GCP, Azure) basics
  • Can work cross-functionally in a high-trust environment, coordinating efforts across teams
  • Have passion for AI and developer tools, with hands-on experience using or supporting AI/ML platforms
  • Are open to flexible scheduling as the team grows, able to flex to customer demands

Nice to have:

  • Experience with SRE practices and observability tools
  • Deep knowledge of IDE architectures and extension development
  • Experience with infrastructure as code (Terraform, Pulumi, etc.)
  • Previous experience at a high-growth developer tools or infrastructure company
  • Track record of building support platforms or developer productivity tools
  • Experience with observability platforms (Datadog, New Relic, Grafana, etc.)
  • Contributions to open-source projects or technical community leadership
  • Proficiency in Spanish, Mandarin, or other languages
  • Experience working with Fortune 500 Enterprise customers

What we offer:

  • Founding team opportunity - Be among the first support engineers and help shape the organization's future
  • Comprehensive benefits - Health, Dental, Vision, and Life Insurance; Short and Long Term Disability
  • Flexible work arrangements - Hybrid model with flexibility; potential 4-day workweek options
  • Unlimited PTO - We focus on trust and ownership, not time in the chair
  • Professional development - Work directly with cutting-edge AI technology and learn from world-class engineering teams
  • Tools stipend - Get the equipment and tools you need to succeed
  • Leadership opportunities - Clear path to Lead Support Engineer and management roles as the team scales to 10-15 people
  • High impact - Your work will directly influence product direction and customer success at scale
  • Company culture - Numerous social events and a collaborative, innovative environment

Why Augment Code?

  • Market leadership - Industry-leading context engine and cutting-edge AI technology
  • Competitive advantage - Capitalize on competitors' lack of formal SLAs as a market opportunity
  • Customer impact - Help developers at leading tech companies be more productive every day
  • Growth trajectory - Series B company with strong funding and rapid expansion
  • Innovation focus - Work with the latest AI models and developer tools
  • Technical excellence - Collaborate with world-class engineering and research teams
  • Shape the future - Help define what technical support looks like in the age of AI

 

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

Augment Code is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Augment Code's Applicant Privacy Policy.

Compensation

$160,000 - $200,000 USD

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