Support Engineer

Overview

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.

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 are establishing 24/5 follow-the-sun coverage across three global regions, and you will 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."

As a Support Engineer, you'll be a technical expert helping developers across North America solve complex technical challenges with Augment Code. You'll handle sophisticated troubleshooting, mentor Associate Support Engineers, and contribute to building scalable support processes. This role requires strong technical knowledge of software development, AI-assisted coding tools, and the ability to work independently on challenging problems while maintaining exceptional customer experiences.

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.

• Resolve complex technical issues across IDE integrations, AI agent behavior, codebase indexing, API usage, and developer workflows
• Serve as a technical escalation point for Associate Support Engineers, providing guidance and mentorship
• Work directly with Enterprise customers via shared Slack channels, video calls, and technical deep-dives to ensure their success
• Reproduce, diagnose, and document sophisticated bugs and edge cases, collaborating closely with Engineering teams to drive resolution
• Build and maintain internal tools, scripts, and automations to scale support operations and improve team efficiency
• Develop comprehensive documentation, including troubleshooting guides, best practices, and technical knowledge base articles
• Mentor and develop Associate Support Engineers, establishing best practices and raising the technical bar
• 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

• Above all have a passion for solving technical problems and thrive in being an efficiency agent in technical teams
• Have 4-6 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
• 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…