Customer Support Engineer

This is a hybrid role based in Burlingame, CA with the team working together in-person 2 days per week.

About Galileo

Galileo is the leading platform for Gen AI evaluation and observability, with a mission to democratize building safe, reliable and robust applications in the new era of AI powered software development. Our foundation is built on pioneering the early technology behind the world's most ubiquitous AI applications including Apple's Siri and Google Speech. We firmly believe that AI developers require meticulously crafted, research-driven tools to create trustworthy and high-quality generative AI applications that will revolutionize our work and lifestyle.


Galileo addresses the complexities inherent in implementing, evaluating, and monitoring GenAI applications, optimizing the development process for both individual developers and teams by offering a comprehensive platform that spans the full AI development lifecycle. Galileo bridges critical gaps, significantly enhancing developers' ability to refine and deploy reliable and precise GenAI applications.


Since its inception, Galileo has rapidly gained traction, serving Fortune 100 banks, Fortune 50 telecom companies, as well as AI teams at prominent organizations such as Reddit and Headspace Health, among dozens of others.


Galileo has AI research at its core, with the founders coming from Google and Uber where they solved challenging AI/ML problems in the Speech, Evaluation and ML Infra domains. It is now a Series B business backed by tier 1 investors including Battery Ventures, Scale Venture Partners, and Databricks Ventures, with $68M in total funding. We are headquartered in San Francisco with locations such as New York and Bangalore, India forming our areas of future growth.


Role Description

At Galileo, our mission is to help teams build, ship & scale safe, reliable, and trustworthy AI applications.

We are seeking our first Customer Support Engineer to be the frontline technical expert for our growing customer base. You'll be responsible for managing inbound customer inquiries, performing technical triage and investigation, and ensuring exceptional support experiences for developers building GenAI applications. This role requires a unique blend of technical troubleshooting skills, customer empathy, and process-building mindset as you establish the foundation for our support operations.

Main Responsibilities

As the founding Customer Support Engineer at Galileo, you will build our technical support function from the ground up. You will support and guide AI Agent developer teams at Galileo customers to leverage the full potential of the Galileo platform.

  • First-Line Support: Serve as the primary point of contact for inbound customer inquiries and tickets, providing timely and professional responses across all support channels while evangelizing Galileo’s capabilities.
  • Technical Triage & Investigation: Assess severity and priority of incoming issues, conduct initial investigation including isolating problems, identifying affected product areas, and reproducing issues to perform root-cause analysis.
  • Technical Troubleshooting: Review product telemetry (Grafana dashboards), API requests/responses, logs, and customer application environments and code to diagnose complex technical issues related to GenAI evaluation and observability workflows.
  • Issue Resolution: Determine when issues can be resolved within Support or Customer Success teams, providing solutions through workarounds, code samples, product documentation, or configuration guidance.
  • Process Innovation: Drive continuous improvements in support processes, including establishing and maintaining knowledge base content, implementing AI-driven support efficiencies, and optimizing support workflows.
  • Product Feedback Loop: Analyze customer issue patterns and provide regular, actionable feedback to Product teams to drive improvements in documentation, platform usability, and feature development.
  • Escalation Management: For issues requiring deeper investigation, create detailed tickets with reproduction steps and technical context, then route appropriately to Product and Engineering teams.
  • Customer Communication: Maintain ongoing, transparent communication with customers throughout the investigation and resolution process via Pylon ticketing system, Slack, and direct calls as needed.
  • Cross-Functional Coordination: Partner with Sales, Product and Engineering teams on issue resolution, facilitating additional data collection from customers and coordinating fix deployment and validation.
  • Stakeholder Updates: Keep Customer Success team informed on ongoing issue status, ensuring seamless coordination and customer relationship management.

Minimum Qualifications

We're looking for a technically-minded support engineer with strong troubleshooting skills and customer focus.

  • Experience: 3+ years of experience in technical support, customer support engineering, or DevOps roles, preferably at B2B SaaS or developer tools companies.
  • Technical Troubleshooting: Strong debugging and problem-solving skills with experience investigating complex technical issues, analyzing logs, reviewing code, and using monitoring tools.
  • Passion & Curiosity: Passion to unblock someone in building with Galileo and curious to constantly tinker with different products and technologies in the GenAI space. Being a self-learner is absolutely critical in this fast moving space of Agentic AI.
  • Self Directed: Ability to work independently, prioritize effectively, and manage multiple concurrent issues in a fast-paced startup environment.
  • GenAI Application Understanding: Familiarity with GenAI applications, LLM-based systems, and common challenges in building AI applications (RAG systems, agentic workflows, evaluation patterns preferred).
  • Programming Knowledge: Working knowledge of Python or TypeScript with ability to read and understand customer code, write code samples, and debug integration issues.
  • Platform & Tools Expertise: Experience with observability tools (Grafana, Datadog, or similar), logging systems, and debugging production applications.
  • Communication Skills: Excellent written and verbal communication skills, with ability to explain technical concepts clearly and maintain professional, empathetic customer interactions.
  • Customer-Centric: Passionate about delivering exceptional customer experiences, with patience and dedication to seeing issues through to resolution.
  • Process Oriented: Ability to document issues, maintain organized ticket management, and contribute to building scalable support processes.
  • Support Platform Experience: Familiarity with customer support platforms (Pylon, Zendesk, Intercom, or similar) and ticketing system best practices.
  • Issue Tracking Tools: Experience with project management and issue tracking platforms (Shortcut, JIRA, Linear, or similar) for creating and managing escalations.

Preferred Qualifications

  • Previous experience at a developer-focused or AI/ML platform company
  • Hands-on experience building or deploying LLM-based applications using frameworks like LangChain, LangGraph, or similar
  • Experience with API troubleshooting and integration debugging
  • Background in DevOps, Site Reliability Engineering (SRE), or platform engineering
  • Familiarity with cloud platforms (AWS, GCP, Azure) and containerization technologies
  • Experience building or maintaining technical documentation and knowledge bases
  • Track record of implementing support process improvements and automation

Why Galileo

  • Join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally
  • We obsess over our team’s culture driven by inclusivity, empathy and curiosity
  • We invest in our team’s development and happiness because our employees are the keys to our success and ensuring happy customers – towards that end, we offer: 
    • Unlimited PTO 🌊
    • Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks 🚼
    • Employee Stock Participation Plan 📈
    • Commuter Benefits 🚖
    • Mental and Physical Wellness 🧘
    • Catered meals on in-office days 🍱
    • Headquarters Office in San Francisco 🌉 and a hub in New York 🌇
    • *Build the company with the Founders* 🧑‍💻


The pay range for this role is:

OTE 170,000 - 200,000 USD per year (Hybrid (Burlingame, California, US))

Sales

Hybrid (Burlingame, California, US)

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