Customer Support Engineer

About the role

You are the first technical responder for customers using E2B in production, from individual developers to frontier AI labs and enterprise banks. You will own the front line of our support operation and act as the primary technical bridge between customers and the engineering team. Most of your day will be spent inside the product, actively reproducing what customers report, reading sandbox logs, running the SDK against live edge cases, and determining what is actually wrong before anything reaches an engineer. The customers who contact us are technical, so generic advice is not sufficient; you will diagnose issues like VPC routing blocking egress or stale sandbox base images directly. You will also own our public documentation, turning every recurring question into a documented gap and closing it promptly. This role requires calm ownership, strong written communication, and the ability to surface product signals that drive internal change.

Key facts

What you'll do

• Triage incoming customer issues across our Dashboard, email, Slack Connect, and Discord, acting as the first technical responder during US hours.
• Reproduce reported bugs against the E2B SDK and sandbox runtime, capturing the failing input, isolating the variable that breaks, and documenting repro steps before escalating.
• Read logs and traces, pulling sandbox logs, parsing SDK telemetry, and correlating this data with platform metrics to locate the actual source of a problem within the stack.
• Write fixes for documentation, examples, and SDK error messages, ensuring that every confusing failure mode results in clearer documentation within the same week.
• Own the documentation site, keeping our documentation accurate as the product evolves and landing documentation changes alongside engineering releases rather than weeks after.
• Escalate cleanly to engineering by providing a complete reproduction, a suspected root cause, and a customer impact summary, avoiding throw-it-over-the-wall ticket handoffs.
• Catch recurring patterns by tracking when three customers hit the same edge case within a week, then surfacing this as a product signal in engineering and product channels with data and evidence.
• Build internal support tooling such as scripts, dashboards, and runbooks to automate repeatable tasks and improve the efficiency of the support process.

Requirements

• 2+ years in a technical support, customer engineering, or developer support role at a cloud, PaaS, or DevTools company.
• Strong Linux fluency, including comfort on a shell, the ability to read systemd logs, follow tcpdump output, and reason about networking concepts such as DNS, routing, firewalls, and proxies without needing to look up every command.
• Comfortable in Python and TypeScript, capable of reading the SDKs, writing a 50-line reproduction script, and patching a documentation example without extensive guidance.
• Strong written communication skills, with the ability to produce tight, scannable, and technically precise replies in mostly async, text-only interactions.
• Documentation instincts, demonstrated by having owned or maintained public docs or by maintaining a clear paper trail in internal wikis or runbooks, and viewing undocumented behavior as a bug.
• Calm under pressure, able to handle production incidents, angry enterprise customers, and ambiguous repros without becoming flustered.
• Excited to work in person from San Francisco, aligning with our in-office schedule and location requirements.

Nice to have

• Experience supporting an SDK or API product with usage-based pricing, where the mechanics of metering, quotas, and rate limits are understood and come up frequently.
• Familiarity with virtualization or container isolation models, such that understanding why "my container can't see /dev/loop0" is helpful in debugging.
• Past contributions to open-source projects, especially within the developer-tools or AI agent ecosystem.
• Experience using AI agent frameworks like LangChain, CrewAI, or the Vercel AI SDK on the building side, not only supporting them.
• Prior work supporting customers running in BYOC or on-prem deployments, giving insight into enterprise environment constraints.

Practical notes

This role is full_time and based in San Francisco, requiring in-person work four days per week with one day of remote work. No compensation details are provided in this source material. There are no specified travel requirements, visa sponsorship details, or application deadlines mentioned in the source.