Founding Support Engineer (Remote)

Location

Remote - We especially welcome candidates in EMEA or APAC to provide coverage orthogonal to Pacific Time, with 3–4 hours of overlap for daily collaboration.

Employment Type

Full time

Location Type

Remote

Department

Engineering

About Reducto

Reducto helps AI teams ingest real world enterprise data with state of the art accuracy.

The vast majority of enterprise data — from financial statements to health records — is locked in unstructured file formats like PDFs and spreadsheets. We train vision models to read those documents the way a human would, and make it possible to build products, train models, and automate processes at scale.

We’ve grown incredibly quickly, growing revenue by 7x YOY, and now work with hundreds of companies ranging from leading AI teams (Harvey, Vanta, Scale), through to enterprise (FAANG, top 3 trading firm).

We're raised over 100M from world class investors like A16z, Benchmark, and First Round Capital, and are hiring a Support Engineer.

We would love to meet you if you:

• Communicate clearly and empathetically with developers and non-technical users.
• Are excellent at systematic debugging (HTTP, JSON, auth, retries, idempotency, webhooks).
• Are comfortable reading/writing code (Python or TypeScript preferred) to create minimal repros.
• Have strong product sense: you don't just fix symptoms — you propose changes that eliminate whole classes of issues.
• Thrive in a high-ownership, early-stage environment and bias toward action.

The core work will include:

• Be the front line for developers using Reducto's API — triage, reproduce, and resolve issues across auth, webhooks, rate limits, schema/field extraction, and SDKs.
• Own the debugging loop end-to-end — capture great repros, dig through logs/metrics, file crisp bug reports, and drive fixes across Engineering.
• Build durable support processes — write playbooks, macros, and self-serve docs; instrument queues and SLAs; tighten feedback loops so issues don't repeat.
• Use AI to move faster — summarize long logs, cluster similar tickets, propose replies, and draft docs; measure where AI assists actually reduce time-to-resolution.
• Champion the developer experience — spot rough edges in our API, docs, and tooling; partner with Engineering and Product on roadmap fixes and quality-of-life improvements.

Bonus points if you:

• Have supported API-first or developer-tooling products.
• Have used observability stacks (logs/metrics/traces) and basic SQL to investigate issues.
• Have worked with AWS primitives (S3, IAM, CloudFront) or document/OCR/LLM pipelines.
• Have experience applying LLMs to customer-support workflows (classification, summarization, reply suggestions).

Location & Timezone

This is a remote role. We especially welcome candidates in EMEA or APAC to provide coverage orthogonal to Pacific Time, with 3–4 hours of overlap for daily collaboration.

About Reducto

Nearly 80% of enterprise data is in unstructured formats like PDFs

PDFs are the status quo for enterprise knowledge in nearly every industry. Insurance claims, financial statements, invoices, and health records are all stored in a structure that’s simply impractical for use in digital workflows. This isn’t an inconvenience—it’s a critical bottleneck that leads to dozens of wasted hours every week

.

Traditional approaches fail at reliably extracting information in complex PDFs

OCR and even more sophisticated ML approaches work for simple text documents but are unreliable for anything more complex. Text from different columns are jumbled together, figures are ignored, and tables are a nightmare to get right. Overcoming this usually requires a large engineering effort dedicated to building specialized pipelines for every document type you work with.

Reducto

breaks document layouts into subsections and then contextually parses each depending on the type of content. This is made possible by a combination of vision models, LLMs, and a suite of heuristics we built over time. Put simply, we can help you:

• Accurately extract text and tables even with nonstandard layouts
• Automatically convert graphs to tabular data and summarize images in documents
• Extract important fields from complex forms with simple, natural language instructions
• Build powerful retrieval pipelines using Reducto’s document metadata
• Intelligently chunk information using the document’s layout data

Benefits at Reducto

At Reducto, we’re invested in the well-being and growth of our team. Here’s what we currently offer:

• Unlimited PTO: We believe great work requires recharging
• Lunch: Receive a free lunch to eat with your teammates daily at the office
• Reimbursed Transportation: Provide us with your receipts and we’ll take care of the costs
• Insurance: Generous health insurance covering medical, dental, and vision
• Health and Wellness Budget: We provide up to $150/mo reimbursement for health and wellness spending, such as gym memberships, fitness classes, or similar
• Parental Leave: Work with us to build a leave schedule that works for you and your family