Senior Support Engineer

About the role

CrewAI is the leading framework and enterprise platform for building and orchestrating multi-agent AI systems, powering 300M+ agent executions per month across thousands of companies and a large open-source community. As we scale, great technical support is what keeps enterprise customers successful and keeps our engineers focused on building. This role owns that.

Responsibilities

• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed
• Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported
• Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible
• Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked
• Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them
• Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup
• Set up structured customer onboarding so new enterprise users get to value quickly
• Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows

Requirements

• 5+ years in technical support, developer support, solutions, or a similar customer-facing technical role, including time as a senior or anchor on the team
• Genuinely technical: comfortable reading logs, stack traces, and API responses; able to navigate Python and the command line; can reason about how a distributed system fails. You don't need to ship production features, but you need to hold a credible technical conversation with both developers and our own engineers
• Familiarity with LLMs, agents, or developer tools, or the ability to ramp quickly and use the product daily
• Strong written communication: you can explain a fix clearly and write a ticket an engineer can act on immediately
• Process ownership: you've defined triage rules, SLAs, severity models, or escalation paths before, not just followed them, and you can show how it raised the quality of support
• Empathetic, patient, and energized by helping people succeed; comfortable working independently and setting your own direction in a fast-paced remote startup

Bonus

• Experience with support/issue tooling (ticketing systems, Linear, or similar)
• Prior experience supporting an open-source developer community
• Experience standing up or overhauling a support function