Senior Support Engineer

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 Cloud, 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.

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.

• 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.

• Experienced with investigating logs, SaaS infrastructure, networking and API usage.
• Should be comfortable with using Python
• The ideal candidate would have exposure to GenAI and 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.

• 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.
• Re.base 
  We meet in person on a quarterly basis, because we believe it’s important to get to know each other. We have fruitful discussions, we hold workshops, we brainstorm together, and we have leisure activities and fun.
• 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.

“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)