Salary / Hourly Rate: $120,000 - $140,000 per year
Benefits: Ideally looking for US Citizens. Willing to sponsor simple visas but can't need a new H1B.
Role Information
Role Overview: N/A
Responsibilities: Own technical triage: Investigate, reproduce, and diagnose issues escalated from customer support, working closely with engineering to identify root causes and resolutions., Be the first line of technical defense: Separate product questions from genuine bugs, gather the right context and logs, and ensure tickets are well-documented for efficient engineering follow-up. You’ll learn to distinguish signal from noise — knowing which errors are routine and which reveal something new., Understand the full system: Develop a deep understanding of the architecture — from backend services to integrations, APIs, and data flows — so you can quickly trace issues across components. You’ll build mental maps of how systems interact and where issues are most likely to surface., Collaborate cross-functionally: Act as the connective tissue between support, product, and engineering teams — ensuring clarity, speed, and high-quality resolutions. Stay attuned to customer launches, product changes, and business priorities to assess severity accurately., Continuously improve: Identify recurring issues, document troubleshooting guides, and help drive fixes that prevent future incidents., Level up monitoring & tooling: Contribute to scripts, dashboards, and automation that improve visibility, reliability, and support efficiency.
Qualifications: 3-6 years of experience in a technical support or application engineering role within a SaaS or enterprise context., Experience at a seed to Series C stage startup where you contributed to building a product from 0-to-1 and supported or delivered it to enterprise customers., Strong troubleshooting skills: you enjoy digging into logs, tracing API calls, and identifying the root of issues with precision., Familiarity with Ruby on Rails (or comparable backend), SQL databases, and cloud infrastructure such as AWS., Excellent communication skills: you are able to clearly explain complex technical issues to both technical and non-technical stakeholders., A bias for ownership: you take responsibility for seeing issues through to resolution rather than simply escalating., Comfort working remotely in a fast-paced environment where clarity, accountability, and follow-through are key.
Minimum Requirements: 3+ years of experience in a technical support or application engineering role in a SaaS or enterprise environment.,Experience at a seed- to Series C-stage startup where you helped build a product from concept (0-to-1) and supported or delivered it to enterprise customers.,Proficient in troubleshooting software systems: log analysis, API calls, root-cause diagnosis across components.,Familiarity with Ruby on Rails (or comparable backend), SQL databases, and cloud infrastructure (AWS preferred).,Authorized to work in the United States without a new H1B
Screening Questions: (Optional Video). This step is completely optional. If you’d like, record a short 2–3 minute video introducing yourself and your experience — or share a recording of your interview with the recruiter if that’s easier. You can upload the link via Loom or Google Drive. This just helps us get to know you better, but there’s no pressure if you’d prefer to skip it.,(Optional Portfolio / GitHub) If available, please share a link to your GitHub, portfolio, or any recent projects you’ve worked on. This is entirely optional but helps provide more context about your work.,What excites you most about Arist and why are you leaving your current opportunity for this one?
Company Information
About Company: N/A
Culture: N/A
Additional Information
Interview Process: • Initial Call (30 minutes) – A recruiter or hiring manager will have a conversation with you to review your background, motivations, and fit for the role.• Technical Deep Dive (60-90 minutes) – You’ll meet with senior engineers to discuss real-world technical problems: system-level diagnostics, product architecture, and integration scenarios.• Practical Exercise / Case Study – A take-home or live assignment focused on troubleshooting a SaaS system, diagnosing an issue, and proposing resolution steps.• Final Round (60 minutes) – Interviews with cross-functional team members and founders to assess collaboration style, communication, ownership, and alignment with mission.
Day to day: You’ll spend your days working directly with enterprise customers to design, build, and deploy production-grade systems that deliver measurable impact. Your time will be split between digging into technical issues (backend services, integrations, APIs, data flows), collaborating with customer-facing teams to understand real-world workflows, and rapidly iterating solutions based on user feedback and system telemetry. You’ll get full visibility into how your work drives product adoption and client success.
Team: You’ll join a lean, highly technical founding team and report directly to the CTO, while collaborating closely with the CEO and product leadership. The team is composed of engineers with backgrounds in AI/ML, backend architecture, SaaS enterprise software, and customer-integration services. You’ll have significant ownership and autonomy with the ability to influence architecture, standards, and culture from day one.
Growth: Taking ownership of major support and engineering initiatives from early stage to scale., Becoming a trusted partner to customers and helping influence product direction based on feedback and data., Mentoring newer team members as the support and engineering teams grow., Building a track record of reliably delivering on high-stakes systems and enterprise readiness, positioning yourself for future roles in engineering leadership, reliability engineering or customer success engineering.
Ideal Candidate Profile: Innovative Builder — Designs and deploys sophisticated AI workflows that solve complex, real-world enterprise challenges., Forward Deployed Mindset — Thrives on working directly with customers, gathering feedback, and iterating rapidly to solve problems in the field., Product-Minded Communicator — Excels at collaborating with users, clients, and cross-functional teams to shape solutions and drive adoption., Technically Excellent — Brings strong expertise in Rails (REST APIs, PostgreSQL, ActiveRecord, RSpec) and hands-on experience deploying scalable AI systems using modern frameworks and infrastructure., Collaborative and Fast-Moving — Thrives in ambiguity, learns new frameworks (LangChain, LlamaIndex, etc.) quickly, and delivers results at startup speed. Works seamlessly with founders, engineers, and product teams to iterate rapidly.
