Back to jobs
New

Senior Support Engineer

Boston, Massachusetts, 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 a Senior Support Engineer, you'll be among the foremost technical experts for Augment Code's platform. You'll tackle the most complex customer challenges, design scalable support processes, mentor the team, and serve as a critical bridge between customers and engineering. This is a high-impact role where you'll shape the future of technical success/support in the AI era, working on low-volume, high-difficulty problems that require deep technical expertise and creative problem-solving.

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:

  • Be among the foremost technical and troubleshooting experts for Augment Code's platform—you are the last line of defense before the core Engineering team
  • Solve the most difficult technical problems faced by our strategic Enterprise customers, including complex integration issues, performance optimization, and architectural challenges
  • Design and run operational processes to monitor top strategic customers and proactively help them evolve efficiency
  • Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies
  • Partner with Engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates
  • Build sophisticated internal tools and automation using Python, JavaScript, or other languages to scale support operations
  • Mentor and develop Support Engineers and Associate Support Engineers, establishing best practices and raising the technical bar
  • Influence product roadmap by synthesizing customer feedback and identifying strategic opportunities

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 6-8+ years of experience in technical support, SRE/NOC, software engineering, or related technical roles
  • Possess a Bachelor's degree in Computer Science or related field (or equivalent practical experience)—a strong software engineering foundation is important for this role's success
  • Are very comfortable with using Python, JavaScript, TypeScript, or similar languages, to build production-quality tools
  • Demonstrate expertise in distributed systems, cloud infrastructure, APIs, and modern software architecture
  • Show familiarity with modern monitoring, alerting, and observability practices, with hands-on experience setting up metrics, logging, and tracing for distributed systems
  • Possess exceptional communication skills, able to explain complex technical issues to both engineering and non-technical stakeholders, including executives
  • Have strong track record of troubleshooting complex technical problems at the systems level in fast-paced, mission-critical environments
  • Demonstrate leadership and mentorship abilities, with experience raising the technical capabilities of teams
  • Are automation-first minded, constantly seeking opportunities to eliminate toil and scale operations
  • Have solid understanding of cloud infrastructure (AWS, GCP, Azure) and are comfortable with load balancers, databases, containerized applications, and Kubernetes
  • Can work cross-functionally in a high-trust environment, coordinating efforts across teams during incidents
  • 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, SLIs/SLOs, and alert tuning
  • 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.

Pay Transparency Notice: The actual base salary within the stated range will be based on a combination of factors such as an individual's skills, experience level, educational background, and other relevant job-related considerations. 

Annual Base Salary Range

$220,000 - $260,000 USD

Create a Job Alert

Interested in building your career at Augment Code? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Please share 3 - 4 sentences 

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Augment Code’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.