Summary
✨ AI‑Generated
A fast-growing AI organization is seeking a Platform & Support Engineer to own technical support end-to-end while progressively automating and eliminating recurring issues. You will investigate logs, reproduce difficult problems, troubleshoot across hardware, desktop, ML, synchronization, and infrastructure layers, and build platform tooling and automation when support demand is lower. The role suits a hands-on engineer who enjoys solving complex problems across the stack rather than simply routing support tickets.
Highlights
High-ownership role at a fast-growing AI company, combining hands-on technical support with platform engineering and automation. The position offers significant autonomy and the opportunity to turn recurring support problems into scalable tooling while working across complex technical systems.
Description
Platform & Support Engineer (m/f/d)
We're recruiting for a fast-scaling AI company in Berlin with a small team, real revenue, and high ownership.
They're looking for someone to own technical support end-to-end while building the automation and tooling to eliminate it over time.
You'll be hands-on: debugging, investigating logs, reproducing issues, and helping users — then turning recurring problems into automated solutions.
Not a backend role with occasional support.
Support is a core part of the job, with the freedom to automate as much of it as possible.
Why this role exists
Ticket volume is down to about a fifth of last year, but the remaining issues are far more complex — from unusual hardware and desktop edge cases to ML, sync, and infrastructure problems.
This role requires someone who can debug across the stack, not just route tickets.
When support is quiet, you’ll work on platform and infrastructure projects, building tools and automation to prevent future issues.
You’ll become the first point of contact for technical support, designing smarter triage, self-service, deduplication, and automation along the way.
What the job actually looks like:
Own technical support end-to-end — investigate, reproduce, resolve, and clearly explain user issues.Build the triage layer — prioritisation, deduplication, routing, and diagnostics from scratch.Own and improve support tooling — shape the internal support panel and build tools that speed up resolution.Work on platform & reliability when support is quiet — observability, alerting, CI/CD, and infrastructure.Close the loop with Engineering — identify recurring issues and fix them at the source.
The environment:
Edge-first infrastructure, hybrid cloud setup (Cloudflare-style edge platform + GCP)Native-feel desktop app (Tauri-based), cross-platform mobile via Expo/React Native toolingA large, fully type-checked TypeScript monorepo — end-to-end typed APIs, modern ORM toolingA genuinely pleasant internal dev experience, with strong support for AI-assisted / agentic development workflowsAn in-house design system, so shipping isn't blocked on waiting for design
Who we're looking for:
You enjoy support — solving user problems and communicating clearly under pressure.Production experience — strong in SRE/infrastructure, observability, cloud, CI/CD, and debugging.Builder mindset — you automate repetitive work with code, tools, or AI.Full-stack debugging — comfortable tracing issues across desktop, API, pipelines, and infrastructure.Systems thinker — you build scalable solutions, not just clear tickets.Fast learner — adaptable and excited by changing requirements.
