Support Engineer

About the role

Span operates as an AI-native developer intelligence platform designed to help engineering organizations optimize their workflows and unlock measurable productivity gains. The role of Support Engineer is central to this mission, as you will own the complex implementations that bridge our platform with demanding production environments. You will serve as the primary technical bridge between our customers and our internal product team, translating user needs into actionable product insights. In this capacity, you will manage technical delivery for customer accounts from the initial prototype phase through to full production scale and long-term success. You will collaborate directly with customer engineering teams to map their internal workflows and build bespoke solutions that align with their specific technical constraints. When necessary, you will write production-ready code using our full-stack and data pipeline tools to resolve blockers and ensure smooth deployments. Furthermore, you will gather feedback from the field to inform our product roadmap and help develop reusable patterns that scale across similar implementations. This position requires a balance of deep technical craftsmanship and strategic communication to ensure successful production adoption and ongoing value realization.

Key facts

What you'll do

• Manage technical delivery for customer accounts from the initial prototype phase through to production scale, ensuring milestones are met and value is realized.
• Collaborate directly with customer engineering teams to map their internal workflows and build custom solutions that integrate seamlessly with their existing toolchains.
• Write production-ready code using our full-stack and data pipeline tools when necessary to unblock deployments and maintain system integrity.
• Gather feedback from the field to inform our product roadmap and translate real-world usage data into actionable improvements for the platform.
• Balance hands-on technical work with strategic communication to ensure successful production adoption and alignment with business objectives.
• Act as the central point of contact for complex technical issues, diagnosing problems and coordinating solutions across engineering and product functions.
• Implement monitoring and logging strategies that provide visibility into customer deployments, enabling proactive support and performance optimization.
• Design and maintain integrations with third-party services and APIs, ensuring reliability, security, and scalability in diverse environments.
• Document technical processes and configurations to support knowledge transfer and enable customers to manage their deployments effectively.
• Contribute to the development of reusable patterns and best practices that accelerate future implementations and reduce delivery time.
• Collaborate with data teams to optimize ETL processes and ensure that data pipelines supporting AI workflows remain robust and efficient.
• Support the deployment and configuration of infrastructure components on platforms such as AWS and Kubernetes to maintain stable production environments.

Requirements

• Minimum of 3 years of experience in software engineering, specifically building full-stack products or complex integrations that span multiple technical layers.
• Proficiency in writing production-quality code using TypeScript, JavaScript, and Python to implement features and resolve technical issues efficiently.
• Experience managing data pipelines, ETL processes, and integrating Large Language Models into functional workflows that deliver tangible business value.
• Ability to navigate ambiguous project requirements and exercise judgment in making technical decisions that balance risk and speed.
• Professional fluency in English for verbal and written collaboration with US-based customers and internal teams located in global offices.
• Strong understanding of software development lifecycle practices, including version control, testing, code review, and continuous integration.
• Capacity to work independently with high autonomy, taking ownership of customer outcomes from initial contact through long-term success and retention.
• Willingness to collaborate closely with product managers, engineers, and designers to iterate on solutions and refine product capabilities.

Skills & tools

• Languages: TypeScript, Python, JavaScript
• Frameworks & Databases: NestJS, React, Postgres, Redis
• Data & Infrastructure: Airbyte, Dagster, Kafka, AWS, K8S, FluxCD

Practical notes

• This role requires high autonomy and the ability to own customer outcomes from start to finish.
• Compensation is location-dependent within the stated range.