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Founding Support Engineer

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Reducto

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IT - Software Development

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Job Description:

Reducto helps AI teams ingest real world enterprise data with state of the art accuracy. The vast majority of enterprise data — from financial statements to health records — is locked in unstructured file formats like PDFs and spreadsheets. We train vision models to read those documents the way a human would, and make it possible to build products, train models, and automate processes at scale.

Job Responsibility:

  • Be the front line for developers using Reducto's API — triage, reproduce, and resolve issues across auth, webhooks, rate limits, schema/field extraction, and SDKs
  • Own the debugging loop end-to-end — capture great repros, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering
  • Build durable support processes — write playbooks, macros, and self-serve docs
  • instrument queues and SLAs
  • tighten feedback loops so issues don't repeat
  • Use AI to move faster — summarize long logs, cluster similar tickets, propose replies, and draft docs
  • measure where AI assists actually reduce time-to-resolution
  • Champion the developer experience — spot rough edges in our API, docs, and tooling
  • partner with Engineering and Product on roadmap fixes and quality-of-life improvements

Requirements:

  • Communicate clearly and empathetically with developers and non-technical users
  • Are excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks)
  • Are comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros
  • Have strong product sense: you don't just fix symptoms — you propose changes that eliminate whole classes of issues
  • Thrive in a high-ownership, early-stage environment and bias toward action

Nice to have:

  • Have supported API-first or developer-tooling products
  • Have used observability stacks (logs/metrics/traces) and basic SQL to investigate issues
  • Have worked with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines
  • Have experience applying LLMs to customer-support workflows (classification, summarization, reply suggestions)
What we offer:
  • Unlimited PTO
  • Lunch: Receive a free lunch to eat with your teammates daily at the office
  • Reimbursed Transportation: Provide us with your receipts and we’ll take care of the costs
  • Insurance: Generous health insurance covering medical, dental, and vision
  • Health and Wellness Budget: We provide up to $150/mo reimbursement for health and wellness spending, such as gym memberships, fitness classes, or similar
  • Parental Leave: Work with us to build a leave schedule that works for you and your family

Additional Information:

Job Posted:
December 11, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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