​This is a full-time, remote Founding Support Engineer role at Reducto, an AI company focused on accurately ingesting real-world enterprise data locked in unstructured formats (like PDFs and spreadsheets). This engineer will be the front line for developers using Reducto’s API, tasked with end-to-end debugging, building durable support processes, and championing the developer experience.

• ​Location: Remote (Global – EMEA or APAC candidates are highly welcomed to provide coverage orthogonal to Pacific Time).
• ​Employment Type: Full-time.
• ​Focus: Systematic debugging of API issues (auth, webhooks, rate limits), reading/writing code for reproduction, building scalable support processes, and leveraging AI for diagnostics and acceleration.
• ​Environment: High-ownership, early-stage environment with rapid revenue growth (7x YOY).

​Core Work: API Debugging, Process Building, and Developer Advocacy

​The position requires a blend of deep technical skill (code and debugging) and process orientation to scale the support function for a developer-focused product.

• ​Front-Line API Support: Be the primary contact for developers, triaging, reproducing, and resolving issues across auth, webhooks, rate limits, schema extraction, and SDKs.
• ​End-to-End Debugging: Own the debugging loop: capture reproductions, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering.
• ​Process Instrumentation: Build durable support processes by writing playbooks, macros, and self-serve documentation, and instrumenting queues and SLAs to tighten feedback loops.
• ​AI Acceleration: Use AI to move faster—summarize long logs, cluster similar tickets, propose replies, and measure where AI assists reduce time-to-resolution.
• ​Developer Advocacy: Champion the developer experience by spotting rough edges in the API, documentation, and tooling, and partnering with Product/Engineering on roadmap fixes.
• ​Code Use: Comfortable reading/writing code (Python or TypeScript preferred) to create minimal reproductions.

​Key Qualifications and Technical Skills

​The ideal candidate is a systematic debugger with strong product sense and comfort working with developer tools.

• ​Debugging Expertise: Excellent at systematic debugging of foundational web issues (HTTP, JSON, authentication, retries, idempotency, webhooks).
• ​Programming: Comfortable reading/writing code (Python or TypeScript preferred) to create minimal reproductions.
• ​Communication: Clear and empathetic communication with both developers and non-technical users.
• ​Product Sense: Strong product sense—ability to propose changes that eliminate whole classes of issues, not just fix symptoms.
• ​Bonus Skills:
  • ​Experience supporting API-first or developer-tooling products.
  • ​Experience with observability stacks (logs/metrics/traces) and basic SQL to investigate issues.
  • ​Familiarity with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines.