Sr. Support Engineer

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.

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

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

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

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

Experience working in a fast-paced startup environment

Experience working in an open-source, AI, or data science-oriented company

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.

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 .