Support Engineer
About Us:
Modal provides the infrastructure foundation for AI teams. With instant GPU access, sub-second container startups, and native storage, Modal makes it simple to train models, run batch jobs, and serve low-latency inference. Companies like Suno, Lovable, and Substack rely on Modal to move from prototype to production without the burden of managing infrastructure.
We're a fast-growing team based out of NYC, SF, and Stockholm. We've hit 9-figure ARR and recently raised a Series B at a $1.1B valuation. We have thousands of customers who rely on us for production AI workloads, including Lovable, Scale AI, Substack, and Suno.
Working at Modal means joining one of the fastest-growing AI infrastructure organizations at an early stage, with many opportunities to grow within the company. Our team includes creators of popular open-source projects (e.g. Seaborn, Luigi), academic researchers, international olympiad medalists, and experienced engineering and product leaders with decades of experience.
The Role:
Modal is looking for a Support Engineer to be the voice of our customer experience. As our user base grows rapidly, we need someone who can provide exceptional support to developers building the next generation of AI applications. You will:
Respond to customer inquiries via email, chat, and support tickets in a timely and helpful manner
Troubleshoot technical issues related to Modal's platform, Python environments, and deployment workflows
Guide users through documentation, tutorials, and best practices for using Modal
Escalate complex technical issues to engineering teams while providing clear context and reproduction steps
Maintain and improve our knowledge base, FAQs, and support documentation
Track common support requests and work with product teams to identify opportunities for platform improvements
Monitor community channels (Slack, Reddit, etc.) and provide helpful responses to user questions
Collaborate with sales and customer success teams to ensure smooth customer onboarding
Help identify and communicate customer feedback to inform product roadmap decisions
Requirements:
3-5 years of customer support or technical support experience, preferably with developer-facing products
Strong written communication skills with ability to explain technical concepts clearly and patiently
Basic technical background with familiarity in Python, command line tools, and web technologies.
Experience with ticketing systems, knowledge bases, and support workflows
Customer-first mindset with genuine interest in helping developers succeed
Any of the following would be a plus:
Understanding of cloud platforms, APIs, or developer tools
Basic familiarity with containerization, serverless computing, or ML/AI workflows
Experience supporting SaaS or infrastructure products
Knowledge of Git, package management, or deployment processes
Knowledge of Go or TypeScript, our official SDK languages