Galileo Co.
Customer Support Engineer
This is a hybrid role based in Burlingame, CA with the team working together in-person 2 days per week. At Galileo, our mission is to help teams build, ship & scale safe, reliable, and trustworthy AI applications. We are seeking our first Customer Support Engineer to be the frontline technical expert for our growing customer base. You'll be responsible for managing inbound customer inquiries, performing technical triage and investigation, and ensuring exceptional support experiences for developers building GenAI applications. This role requires a unique blend of technical troubleshooting skills, customer empathy, and process-building mindset as you establish the foundation for our support operations. Main responsibilities include: First-Line Support: Serve as the primary point of contact for inbound customer inquiries and tickets, providing timely and professional responses across all support channels while evangelizing Galileo's capabilities. Technical Triage & Investigation: Assess severity and priority of incoming issues, conduct initial investigation including isolating problems, identifying affected product areas, and reproducing issues to perform root-cause analysis. Technical Troubleshooting: Review product telemetry (Grafana dashboards), API requests/responses, logs, and customer application environments and code to diagnose complex technical issues related to GenAI evaluation and observability workflows. Issue Resolution: Determine when issues can be resolved within Support or Customer Success teams, providing solutions through workarounds, code samples, product documentation, or configuration guidance. Process Innovation: Drive continuous improvements in support processes, including establishing and maintaining knowledge base content, implementing AI-driven support efficiencies, and optimizing support workflows. Product Feedback Loop: Analyze customer issue patterns and provide regular, actionable feedback to Product teams to drive improvements in documentation, platform usability, and feature development. Escalation Management: For issues requiring deeper investigation, create detailed tickets with reproduction steps and technical context, then route appropriately to Product and Engineering teams. Customer Communication: Maintain ongoing, transparent communication with customers throughout the investigation and resolution process via Pylon ticketing system, Slack, and direct calls as needed. Cross-Functional Coordination: Partner with Sales, Product and Engineering teams on issue resolution, facilitating additional data collection from customers and coordinating fix deployment and validation. Stakeholder Updates: Keep Customer Success team informed on ongoing issue status, ensuring seamless coordination and customer relationship management. Minimum qualifications include: Experience: 3+ years of experience in technical support, customer support engineering, or DevOps roles, preferably at B2B SaaS or developer tools companies. Technical Troubleshooting: Strong debugging and problem-solving skills with experience investigating complex technical issues, analyzing logs, reviewing code, and using monitoring tools. Passion & Curiosity: Passion to unblock someone in building with Galileo and curious to constantly tinker with different products and technologies in the GenAI space. Being a self-learner is absolutely critical in this fast moving space of Agentic AI. Self Directed: Ability to work independently, prioritize effectively, and manage multiple concurrent issues in a fast-paced startup environment. GenAI Application Understanding: Familiarity with GenAI applications, LLM-based systems, and common challenges in building AI applications (RAG systems, agentic workflows, evaluation patterns preferred). Programming Knowledge: Working knowledge of Python or TypeScript with ability to read and understand customer code, write code samples, and debug integration issues. Platform & Tools Expertise: Experience with observability tools (Grafana, Datadog, or similar), logging systems, and debugging production applications. Communication Skills: Excellent written and verbal communication skills, with ability to explain technical concepts clearly and maintain professional, empathetic customer interactions. Customer-Centric: Passionate about delivering exceptional customer experiences, with patience and dedication to seeing issues through to resolution. Process Oriented: Ability to document issues, maintain organized ticket management, and contribute to building scalable support processes. Support Platform Experience: Familiarity with customer support platforms (Pylon, Zendesk, Intercom, or similar) and ticketing system best practices. Issue Tracking Tools: Experience with project management and issue tracking platforms (Shortcut, JIRA, Linear, or similar) for creating and managing escalations. Preferred qualifications include: Previous experience at a developer-focused or AI/ML platform company Hands-on experience building or deploying LLM-based applications using frameworks like LangChain, LangGraph, or similar Experience with API troubleshooting and integration debugging Background in DevOps, Site Reliability Engineering (SRE), or platform engineering Familiarity with cloud platforms (AWS, GCP, Azure) and containerization technologies Experience building or maintaining technical documentation and knowledge bases Track record of implementing support process improvements and automation Why Galileo: Join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally We obsess over our team's culture driven by inclusivity, empathy and curiosity We invest in our team's development and happiness because our employees are the keys to our success and ensuring happy customers towards that end, we offer: Unlimited PTO Parental leave for birthing or non-birthing parents 100% pay for 8 weeks Employee Stock Participation Plan Commuter Benefits Mental and Physical Wellness Catered meals on in-office days Headquarters Office in San Francisco and a hub in New York *Build the company with the Founders* The pay range for this role is: OTE 170,000 - 200,000 USD per year (Hybrid (Burlingame, California, US))
This is a hybrid role based in Burlingame, CA with the team working together in-person 2 days per week. At Galileo, our mission is to help teams build, ship & scale safe, reliable, and trustworthy AI applications. We are seeking our first Customer Support Engineer to be the frontline technical expert for our growing customer base. You'll be responsible for managing inbound customer inquiries, performing technical triage and investigation, and ensuring exceptional support experiences for developers building GenAI applications. This role requires a unique blend of technical troubleshooting skills, customer empathy, and process-building mindset as you establish the foundation for our support operations. Main responsibilities include: First-Line Support: Serve as the primary point of contact for inbound customer inquiries and tickets, providing timely and professional responses across all support channels while evangelizing Galileo's capabilities. Technical Triage & Investigation: Assess severity and priority of incoming issues, conduct initial investigation including isolating problems, identifying affected product areas, and reproducing issues to perform root-cause analysis. Technical Troubleshooting: Review product telemetry (Grafana dashboards), API requests/responses, logs, and customer application environments and code to diagnose complex technical issues related to GenAI evaluation and observability workflows. Issue Resolution: Determine when issues can be resolved within Support or Customer Success teams, providing solutions through workarounds, code samples, product documentation, or configuration guidance. Process Innovation: Drive continuous improvements in support processes, including establishing and maintaining knowledge base content, implementing AI-driven support efficiencies, and optimizing support workflows. Product Feedback Loop: Analyze customer issue patterns and provide regular, actionable feedback to Product teams to drive improvements in documentation, platform usability, and feature development. Escalation Management: For issues requiring deeper investigation, create detailed tickets with reproduction steps and technical context, then route appropriately to Product and Engineering teams. Customer Communication: Maintain ongoing, transparent communication with customers throughout the investigation and resolution process via Pylon ticketing system, Slack, and direct calls as needed. Cross-Functional Coordination: Partner with Sales, Product and Engineering teams on issue resolution, facilitating additional data collection from customers and coordinating fix deployment and validation. Stakeholder Updates: Keep Customer Success team informed on ongoing issue status, ensuring seamless coordination and customer relationship management. Minimum qualifications include: Experience: 3+ years of experience in technical support, customer support engineering, or DevOps roles, preferably at B2B SaaS or developer tools companies. Technical Troubleshooting: Strong debugging and problem-solving skills with experience investigating complex technical issues, analyzing logs, reviewing code, and using monitoring tools. Passion & Curiosity: Passion to unblock someone in building with Galileo and curious to constantly tinker with different products and technologies in the GenAI space. Being a self-learner is absolutely critical in this fast moving space of Agentic AI. Self Directed: Ability to work independently, prioritize effectively, and manage multiple concurrent issues in a fast-paced startup environment. GenAI Application Understanding: Familiarity with GenAI applications, LLM-based systems, and common challenges in building AI applications (RAG systems, agentic workflows, evaluation patterns preferred). Programming Knowledge: Working knowledge of Python or TypeScript with ability to read and understand customer code, write code samples, and debug integration issues. Platform & Tools Expertise: Experience with observability tools (Grafana, Datadog, or similar), logging systems, and debugging production applications. Communication Skills: Excellent written and verbal communication skills, with ability to explain technical concepts clearly and maintain professional, empathetic customer interactions. Customer-Centric: Passionate about delivering exceptional customer experiences, with patience and dedication to seeing issues through to resolution. Process Oriented: Ability to document issues, maintain organized ticket management, and contribute to building scalable support processes. Support Platform Experience: Familiarity with customer support platforms (Pylon, Zendesk, Intercom, or similar) and ticketing system best practices. Issue Tracking Tools: Experience with project management and issue tracking platforms (Shortcut, JIRA, Linear, or similar) for creating and managing escalations. Preferred qualifications include: Previous experience at a developer-focused or AI/ML platform company Hands-on experience building or deploying LLM-based applications using frameworks like LangChain, LangGraph, or similar Experience with API troubleshooting and integration debugging Background in DevOps, Site Reliability Engineering (SRE), or platform engineering Familiarity with cloud platforms (AWS, GCP, Azure) and containerization technologies Experience building or maintaining technical documentation and knowledge bases Track record of implementing support process improvements and automation Why Galileo: Join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally We obsess over our team's culture driven by inclusivity, empathy and curiosity We invest in our team's development and happiness because our employees are the keys to our success and ensuring happy customers towards that end, we offer: Unlimited PTO Parental leave for birthing or non-birthing parents 100% pay for 8 weeks Employee Stock Participation Plan Commuter Benefits Mental and Physical Wellness Catered meals on in-office days Headquarters Office in San Francisco and a hub in New York *Build the company with the Founders* The pay range for this role is: OTE 170,000 - 200,000 USD per year (Hybrid (Burlingame, California, US))