Technical Support Engineer (Bay Area, California)

Unstructured is defining the standard for enterprise data transformation in the age of LLMs and generative AI. In just two years, we've raised over $65M from world-class investors, including Menlo Ventures, Bain Capital, Databricks, NVIDIA, Microsoft, and IBM.

Our open-source toolkit has been downloaded 61M+ times and is used by 90% of the Fortune 1000. We power production AI workflows across commercial and federal sectors — transforming PDFs, HTML, Word docs, images, emails, and more into AI-ready data pipelines that scale.

We're not just building tools, we're building the backbone of generative AI and the infrastructure that unlocks intelligence across industries.

About the Role

As a Technical Support Engineer at Unstructured, you’ll support customers using our SaaS platform by troubleshooting product issues, assisting with onboarding and operational workflows, and helping resolve account and billing-related requests.

You’ll work closely with Engineering, Product, Sales, and Solutions teams to deliver a strong customer experience in a fast-moving startup environment.

This role is focused on supporting Unstructured’s SaaS offering and customer operations workflows rather than customer-managed infrastructure or self-hosted deployments.

What You'll Own and Drive

• Support Customers

• Respond to customer questions and technical issues through support channels

• Troubleshoot SaaS platform issues, API usage questions, workflow errors, and product behavior

• Help customers onboard and successfully adopt the Unstructured platform

• Guide customers on product functionality and best practices

• Handle Operational & Billing Requests

• Assist with account setup, access issues, usage questions, and billing-related requests

• Coordinate internally with Finance, Sales, and Operations teams when needed

• Ensure customer requests are handled quickly and professionally

• Investigate & Escalate Issues

• Investigate issues using logs, internal tooling, and product diagnostics

• Reproduce bugs and gather details for Engineering escalations

• Keep customers informed on status updates and resolution progress

• Work Cross-Functionally

• Partner closely with Engineering, Product, Sales, and Solutions teams

• Identify recurring customer pain points and workflow gaps

• Help improve support processes as the company scales

• Improve Support Operations

• Create and maintain troubleshooting guides, internal documentation, and runbooks

• Identify opportunities to improve the customer experience and support workflows

• Contribute to operational improvements and internal tooling

What We're Looking For

• 3+ years in Technical Support, SaaS Support, Technical Customer Success, or similar customer-facing technical roles

• Experience supporting SaaS products, APIs, or developer-focused platforms

• Strong troubleshooting and problem-solving skills, including working with logs, dashboards, APIs, and browser-based debugging tools

• Strong written and verbal communication skills

• Experience using Python for scripting, troubleshooting, or API interaction

• Experience working with support, ticketing, or issue-tracking platforms such as Zendesk, HubSpot, Pylon, Jira, or Linear

• Ability to manage multiple customer issues and priorities simultaneously

• Strong sense of ownership and attention to detail

• Ability to work effectively in fast-paced startup environments

Bonus Points

• Familiarity with AI, data platforms, ETL workflows, or cloud technologies

• Experience supporting enterprise customers

• Experience working in early-stage or high-growth startups

• Location & Schedule

• Remote role based in the Bay Area, California

• Sacramento area is a plus

• Must be able to work Pacific Time business hours

Why You'll Love It Here

You'll be surrounded by smart, kind, low-ego people who genuinely enjoy building together. We invest in our team with company offsites, best-in-tech swag, and the tools you need to do your best work, wherever you're based.

We support you holistically, not just at work. From medical, dental, and vision coverage effective the 1st of the month following your start date, life and disability insurance, unlimited PTO, and flexible parental leave, to a 401(k) with company match, equity, a $500 work from home stipend, $70/month internet reimbursement, and team/company offsites throughout the year - we want you focused on building, growing, and staying energized for the long haul.

If you're excited about what we're building, we'd love to meet you.