Senior Support Engineer

Your mission

As the Founding Senior Support Engineer, you will be key in shaping the strategic support process. Your role will involve providing exceptional technical support to customers, handling inquiries, troubleshooting technical issues, and working closely with product and engineering teams to enhance our offerings.

You’ll have the chance to define the processes, tools, and systems that will enable us to deliver top-tier support as we continue to grow.

Our mission

We are an AI startup that empowers developers to build applications that use natural language as the interface to data. Our open-source framework Haystack is used by thousands of developers to build LLM applications. Our LLM platform, deepset AI Platform, enables enterprises worldwide to unlock the potential of large language models for their business cases. Come join our team and work with tech experts on real-world cases, in a fast-paced and high-impact environment, and shape the AI space together with us.

Life at deepset

At deepset you will find an environment with equal opportunities to grow, share ideas, build relationships, and succeed. We believe every employee is important and generates a direct impact on our team’s success.
We are certified by Flexa® Careers as a flexible employer, and our remote first culture is designed to provide work-life balance, autonomy, and flexibility.
Our daily meetings, the in person "re:base", and the social events allow us to work with great synergy. We would like to invite you to visit our life page to learn more about our culture.

Your impact

• Identification, troubleshooting and resolution of Customer technical cases.
• Documentation of case resolution and knowledge base creation.
• As the first Support Engineer; assist with defining, implementing and continually improving Support processes.
• Provide guidance to our Customers using your understanding of the deepset platform as well as resolving the immediate problem.
• Collaboration with other deepset teams to address bugs, performance issues, and feature requests.
• Contribute to the documentation and roadmap of our products.

Your profile

• Experienced with investigating logs, SaaS infrastructure, networking and API usage.
• Should be competent with using Python
• The ideal candidate would have experience with GenAI and their practical applications
• Excellent problem solving, communication, expectation management and interpersonal skills, with a Customer focused consultative approach.
• Proven experience in a technical support or similar role within startups and scaling to 500+ employees, focusing on B2B engagements with technical products and customers.
• Proficient in managing Cloud/SaaS solutions, AI platforms, and hybrid On-Prem environments.
• Excited about learning new technologies and keeping up to date with new product features and functionality.

Perks

• Remote-first or hybrid: You can choose to work from home or any other workspace that suits you. We offer home office setup (equipment and furniture), and we would be happy to sponsor a coworking spot.
• Grow: Personal and professional growth is important to us. We have an annual learning and development budget, and also the opportunity to speak at conferences, internal knowledge sharing, and workshops.
• Connect: We have a virtual office, a monthly social budget to reconnect virtually or in person, online walks and talks with colleagues from other teams, and a flexible travel policy that enables you to meet colleagues in person for special occasions.
• You are an owner: All employees are enrolled in the employee stock option plan and own a part of the company.
• Personal time off: If you want to recharge and travel the world - there are 30 days of paid vacation.
• Choose your tech: The choice is yours among our pre-selected options, and we will provide what you need.
• Pension fund and Health Insurance fitting with your main working location: All full-time employees are eligible for the pension plan according to the legal guidelines in their location. We also offer health, dental, and vision for employees in the US, in compliance with the local market.
• Travel Insurance: We want you to be secure during your travels. Therefore, we offer every employee additional travel insurance.
• Sports budget: To boost your health and well-being, we offer a monthly allowance for your sports activity.
• Oliva - employee mental wellbeing benefit: To boost your well-being, we offer a benefit that helps you to respond to pivotal moments at work and beyond.
• Dog-friendly: Our main co-working partner Mindspace welcomes dogs, so you can also bring your best friend to the office and our HQ in Berlin also welcomes dogs
• Enhanced days off for Family Sick Leave: We offer additional days in case your child gets sick.
• Additional days off: We don't work on the 24th & the 31st of December.
• Flexible working hours: You can adapt your work to your private life.

What colleagues say

“I got to see the challenge of identifying use cases for AI and building and evaluating an LLM-based application first hand in my previous role. As a result, deepset’s mission to empower teams to leverage this transformational technology deeply resonated with me.
AI is one of the biggest innovations in technology that we have seen since the Internet. Having a chance to work and learn from a company that is at the heart of the ecosystem and has been accumulating expertise in this space since 2018 was an opportunity that I had to jump on!
I am super excited to have joined this incredibly talented team!” (Eliza, Product Manager)

"Deepset enables me to work with extremely talented and like-minded people on the tech I’m passionate about. It is just outstanding to find such a well-organized and yet creativity-encouraging environment. Seeing everyone is dedicated to the bone to pushing this thrilling technology to its limits puts the cherry on top.Needless to say: I'm proud to be part of deepset!” (Thomas, Senior NLP Engineer)