TPM - Technical Support

About Inworld

At Inworld, we believe the processes of building, scaling, and evolving applications are monsters that consume value before it can reach users. Our mission is to solve evolution and transform static software into AI systems that autonomously evolve to better serve their users. We are building an intelligent runtime to conquer these monsters and make this vision a reality.

We are backed by investors such as Lightspeed, Section 32, Kleiner Perkins, Microsoft’s M12 venture fund, BITKRAFT, Founders Fund, and First Spark Ventures. Our technology is used by category leaders, including NVIDIA, Microsoft Xbox, Niantic, Wishroll, Little Umbrella and Streamlabs, among many others. Inworld has been recognized by CB Insights as one of the 100 most promising AI companies globally and has been named one of LinkedIn's Top 10 Startups in the USA.

Your Impact

You will work closely with Inworld’s critical external customers but also work closely internally with Inworld’s product and engineering teams. In addition to program management, you will be hands-on in triaging, debugging, and resolving customer issues directly, ensuring customers get timely, high-quality technical support.

Responsibilities

• Be the first line of defense for Inworld’s critical external customers: triage support tickets, perform root cause analysis, and resolve technical issues autonomously without product and engineering involvement.
• Help customers resolve issues by having a deep understanding of the Inworld product and tech stack.
• Build tools, scripts, or automation to improve resolution speed and reduce repetitive issues.
• Work with product management and engineering to deliver on customer requests.
• Be a technical program management partner for internal engineering and product teams for a defined product area.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Depth based product and technical owner versus being a process owner.
• Strong technical background with proven experience in debugging, troubleshooting, and resolving customer-facing issues.
• Strong technical background with the ability to understand and craft detailed technical architecture diagrams.
• Direct experience in technical support, escalation engineering, or developer support, with evidence of owning issues end-to-end.
• Experience working with external customers as the delivery lead for critical engagements to own and deliver on key deliverables and milestones.
• Experience working closely with technical product and engineering team members.
• Relevant experience working on consumer and AI/ML products.
• Ability to work in a fast paced environment with an adaptability to change.

In-office location: Mountain View, California, United States. Candidates must be based in the SF Bay Area or willing to relocate (you will be working on-site in our South Bay office a few days a week).

The United States base salary range for this full-time position is between $180,000 - $280,000 + bonus + equity + benefits. Your recruiter can share more about the specific salary range for your targeted location during the hiring process.