Sr. Support Engineer

About Anaconda
Be at the center of AI
Anaconda is built to advance AI with open source at scale, giving builders and organizations the confidence to increase productivity, and save time, spend and risk associated with open source. 95% of the Fortune 500 including Panasonic, AmTrust, Booz Allen Hamilton and over 50 million users rely on the value The Anaconda AI Platform delivers through a centralized approach to sourcing, securing, building, and deploying AI. With 21 billion downloads and growing, Anaconda has established itself as the gold standard for Python, data science, and AI and the enterprise-ready solution of choice for AI innovation. Anaconda is backed by world-class investors including Insight Partners. Learn more at https://www.anaconda.com.
Summary
Our Global Services team supports customers building AI and data science systems on Anaconda at enterprise scale. As a Senior Support Engineer, you'll own the most complex technical escalations, build the tooling and automation that reduces manual support work, and help the team grow their technical skill.
What You'll Do
Own complex and escalated technical tickets from start to finish, coordinating across Product, Engineering, and Documentation teams when needed
Build runbooks, diagnostics, and troubleshooting playbooks that the team adopts and uses daily
Identify systemic patterns in ticket volume and turn them into automation, tooling, or process improvements that reduce human-touch work
Design and build AI-enabled support tooling that helps the team handle customer issues at scale
Drive multi-stakeholder escalations that require clear communication and influence across boundaries
Join customer calls on short notice to troubleshoot technical issues in real time
Carry on-call rotation for Enterprise customers requiring rapid response and resolution
Coach team members on troubleshooting approaches and help elevate their technical skill
Your Impact Will Be Measured Through
SLA adherence for escalated and Enterprise customer tickets
Customer satisfaction scores and ticket resolution time
Number of runbooks, automations, or tools created and adopted by the team
Reduction in repeat ticket volume through systemic improvements
Technical skill growth across the team as measured through peer feedback and ticket complexity handled
What You Need
5+ years in technical support or customer-facing engineering roles
Experience building AI-powered tooling or automation to improve support operations
Proven ability to troubleshoot complex technical issues across distributed systems, APIs, and infrastructure
Experience creating technical documentation, runbooks, or diagnostic tools that others use
Track record of identifying recurring problems and implementing solutions that prevent future tickets
Strong written and verbal communication skills across chat, email, ticketing systems, and video calls
Comfortable working independently with minimal oversight
Available to carry on-call rotation and join customer calls on short notice
Ability to influence cross-functional teams without direct authority
You embody our values of Clarity, Care and Candor
You care deeply about fostering an environment where people of all backgrounds and experiences can flourish
What Will Make You Stand Out
You've worked in fast-paced startup environments where you had to balance building for scale while solving immediate customer needs
You have experience at an open-source, AI, or data science company and understand the unique support challenges those environments bring
You exercise real judgment about where AI belongs in support workflows and where it doesn't, including when the answer is not to use it
You have a background in Financial Services and understand compliance, security, and enterprise deployment challenges
You've coached or mentored other support engineers and helped them grow their technical troubleshooting skills
You know when to escalate, when to dig deeper, and when a quick call will solve the problem faster than back-and-forth messages or emails
You embody our values: 'Curious by Default', 'Build Together', 'Own It', and 'Lead with Guts and Heart', and our behaviors: Clarity, Care and Candor
You care deeply about fostering an environment where people of all backgrounds and experiences can flourish
Experience working in a fast-paced startup environment
Experience working in an open-source, AI, or data science-oriented company
Why You'll Like Working Here
You'll thrive in a high-performance environment where results are recognized and rewarded
Your work directly contributes to shaping the future of data science, machine learning, and AI in the enterprise.
You'll work alongside a collaborative team that values diverse, thoughtful discussion, clarity and candor.
You'll be supported by a culture that puts employees first - with flexible hours, a fully remote setup, and a genuine commitment to your wellbeing and growth.
In addition to base salary, we offer a comprehensive benefits package that includes:
Flexible Vacation Policy
Medical, Dental, and Vision Insurance
Short Term and Long Term Disability
Paid Parental Leave
Monthly Wellness Stipend
Employee Assistance Program and Mental Health Resources
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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Anaconda is an EEO/AA employer M/F/V/D.

Work arrangement
Yes