IT Support Engineer

We're looking for an ambitious, technical Lead Support Engineer to build and scale support for the people who use our platform.

Our platform is where researchers, engineers and domain experts build and quality-check reinforcement-learning tasks for frontier AI labs. Their work runs through automated QA in cloud sandboxes, human review and customer acceptance. When something goes wrong, our users need someone who understands both the person and the technology. This is an opportunity to own support from zero to one, establish the processes from scratch, and potentially grow into leading our support and contributor-success function.

What You'll Do

• Build support from 0 to 1: Design and run our support processes, including intake, triage, response targets and escalation, from the ground up.
• Be the expert our users turn to: Help contributors, reviewers and customers solve problems on the platform, from account and GitHub setup to understanding why an automated QA run failed.
• Diagnose before you answer: Read logs, traces and build output to tell a user's task problem from a platform problem, then explain it clearly to someone who isn't a platform expert.
• Direct engineering to what matters: Turn user problems into reproduced, evidence-backed issues, ranked by impact, and make sure they get fixed.
• Write the documentation: Own our knowledge base, onboarding guides and troubleshooting guides, so the same question doesn't have to be asked twice.
• Automate the work: Use scripts, APIs, bots and AI agents to cut repetitive work, for you and for our users.
• Make life better for our users: Run communication during incidents and maintenance, collect feedback, and push for the improvements that remove friction.
• Shape the future team: As our contributor network grows, help define and potentially lead the support and contributor-success function.

What We're Looking For

• A technical background: Experience in DevOps or software development. You're comfortable with logs, stack traces, Docker, APIs and a bit of Python or TypeScript.
• Customer-facing experience: A track record of supporting users of a technical product, with care and clarity.
• Exceptional communication skills: You explain complex failures in simple words and write documentation people actually read.
• Builder mentality: You enjoy creating processes, solving ambiguous problems, and taking initiatives from an idea to a working system.
• Strong ownership and autonomy: You take responsibility for the things nobody else sees, because you see them. You drive them to measurable results without constant supervision.
• Scalable thinking: You design support that works for ten times today's users, through self-service and automation rather than more tickets.
• Ambition and drive: A highly motivated, resourceful and results-oriented person who wants to grow quickly, works hands-on, and is ready to lead a team forward.

We value demonstrated achievements, intellectual curiosity and the ability to execute over years of experience or impressive job titles.

Nice to Have

• Experience building support processes from scratch, particularly in a startup or high-growth company.
• Experience in developer relations, solutions engineering or technical support for a dev-tools, cloud or AI company.
• Experience supporting a network of freelancers, contributors or an open-source community.
• Familiarity with LLMs, AI agents, reinforcement learning or sandboxed code execution.
• Experience building knowledge bases, support bots or workflow automation that measurably reduced repeat questions.
• Experience combining hands-on support with team leadership.

Why Join ARIMLABS?

• Build something from scratch: Take ownership of an entire function and decide how our users are supported.
• Exceptional growth opportunities: Join a fast-scaling AI research company at an early stage, grow alongside the business, and potentially lead your own team.
• High autonomy: Freedom to experiment, introduce new ideas and build processes without unnecessary bureaucracy.
• Work with exceptional people: Collaborate with highly skilled researchers, engineers and domain experts working on challenging problems at the frontier of artificial intelligence.
• Exposure to frontier AI: Work every day with the tasks, agents and models that shape advanced AI research.
• Entrepreneurial environment: Work in a company that values initiative, speed, ownership and ambitious thinking.
• Career flexibility: Shape your long-term career toward support leadership, contributor success, solutions engineering or engineering, as the organization expands.

Compensation & Working Conditions

• Engagement: B2B contract.
• Time off: 24 days of paid time off annually.