Solution Engineer/Customer Support Engineer

About StackGen:

StackGen delivers an Agentic Infrastructure Platform powered by Aiden, its AI agent that enables platform engineering, DevOps, and SRE teams to move from manual processes to intent-driven automation. Aiden is available in specialized offerings: Aiden for Platform Engineers provides infrastructure provisioning with self-service and governance capabilities while Aiden for DevOps connects to existing DevOps tools to automate workflows. The platform enables autonomous infrastructure across four pillars—self-building, self-governing, self-healing, and self-optimizing—while maintaining compliance and security standards across multiple cloud environments. StackGen serves enterprise and fast growing customers including Autodesk, SAP NS2 and Nielsen. StackGen is based in San Francisco Bay, with a team working remotely in North America and India.

Role summary

The Post-Sales Customer Support Engineer at StackGen is a hands-on, customer-facing technical owner responsible for ensuring successful onboarding, stable day-to-day operations, and rapid issue resolution for customers running StackGen's autonomous, agentic infrastructure platform in live environments.

In this role, you will partner closely with Customer Success, Product, and Engineering teams to support production deployments across AWS, Azure, and GCP. The position blends strong practical experience in cloud infrastructure, Infrastructure as Code (IaC), and DevOps workflows with excellent troubleshooting and communication skills to keep StackGen environments healthy, compliant, and aligned with customer SRE and platform engineering standards.

Key Responsibilities

• Assist with customer onboarding tasks such as validating initial cloud integrations, IaC repositories, and policies, and ensuring monitoring, logging, and alerting for StackGen are correctly configured.
• Serve as the primary technical contact for assigned customers after go-live, handling inbound tickets, incidents, and "how-to" questions across email, ticketing systems, and in-person and video calls.
• Diagnose and troubleshoot issues related to StackGen's AI agents, IaC pipelines, integrations (CI/CD, observability, ITSM), and underlying cloud infrastructure, driving issues to root cause and resolution.
• Own incident response and coordination for StackGen-related production events, including impact assessment, workarounds, remediation steps, and post-incident reviews with customer SRE/platform teams.
• Collaborate closely with StackGen engineering and product teams to reproduce complex defects, prioritize fixes, and track them through resolution, acting as the customer advocate internally.
• Document customer interactions, troubleshooting steps, and resolutions in the support system, and contribute articles to knowledge base, runbooks, and FAQs for common issues and workflows.
• Proactively monitor customer environments and usage patterns to identify risks (e.g., policy violations, configuration drift, failing pipelines) and recommend remediation and optimization actions.
• Capture recurring pain points and feature requests from customers and feed them back to product management to improve StackGen's agentic control plane, governance, and automation capabilities.

• 4–7 years in customer support engineering, DevOps/SRE support, or post-sales technical roles for cloud, DevOps, or platform engineering products in B2B SaaS.
• Hands-on experience operating workloads on at least one major cloud provider (AWS, Azure, or GCP), including debugging infrastructure issues in production environments.
• Practical experience with Infrastructure as Code (e.g., Terraform, Helm) and Git-based workflows, including troubleshooting failed plans/applies and release pipelines.
• Familiarity with CI/CD, observability stacks (logs, metrics, traces), and common DevOps tools that typically integrate with StackGen's platform.
• Prior experience working in an enterprise support or customer success organization with SLAs, escalation paths, and structured incident management processes.

Skills and qualifications

• Strong debugging and problem-solving skills across application, infrastructure, and configuration layers, with the ability to quickly isolate whether issues stem from StackGen, cloud, or customer tooling.
• Ability to explain StackGen's AI-powered, agentic infrastructure concepts and safety controls to both highly technical platform teams and less technical stakeholders during support interactions.
• Excellent written and verbal communication skills, including clear ticket updates, root cause explanations, and customer-facing documentation.
• Comfortable using and administering support systems (e.g., Freshdesk, Zendesk, Jira) and collaborating with distributed engineering teams.

• • Reduced time to resolution for incidents and support requests through strong diagnostics, effective escalations, and continuous improvement of runbooks and knowledge base content.
  • Stable, well-governed customer environments where StackGen's agents reliably automate provisioning, governance, healing, and optimization in line with customer policies and compliance standards.Nice to have: exposure to security and compliance frameworks (CIS, NIST, FedRAMP, HIPAA), SRE practices (SLIs/SLOs, error budgets), and prior experience with AI/ML-driven DevOps or AIOps platforms.