Technical Services Engineer

What you will do and achieve:

• Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform.
• Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
• Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
• Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.

Qualifications:

• We consider all candidates with an eye for those who are self‑taught, insatiably curious and multi‑faceted. Ideal candidates should have strong technical experience in one or more of the following areas:
• Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
• Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
• Excellent written and verbal communication skills.
• A genuine desire to help people and advocate for customer success.
• A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time.
• A capacity to rapidly learn new technical skills and adapt to emerging technologies.
• Strong teamwork skills and sound judgment on when to seek help or collaborate.

Nice to Have: