Technical Support Engineer (Bay Area, California)

About the role

As a Technical Support Engineer at Unstructured, you'll support customers using our SaaS platform by troubleshooting product issues, assisting with onboarding and operational workflows, and helping resolve account and billing-related requests. You'll work closely with Engineering, Product, Sales, and Solutions teams to deliver a strong customer experience in a fast-moving startup environment. This role is focused on supporting Unstructured's SaaS offering and customer operations workflows rather than customer-managed infrastructure or self-hosted deployments. What You'll Own and Drive Support Customers Respond to customer questions and technical issues through support channels Troubleshoot SaaS platform issues, API usage questions, workflow errors, and product behavior Help customers onboard and successfully adopt the Unstructured platform Guide customers on product functionality and best practices Handle Operational & Billing Requests Assist with account setup, access issues, usage questions, and billing-related requests Coordinate internally with Finance, Sales, and Operations teams when needed Ensure customer requests are handled quickly and professionally Investigate & Escalate Issues Investigate issues using logs, internal tooling, and product diagnostics Reproduce bugs and gather details for Engineering escalations Keep customers informed on status updates and resolution progress Work Cross-Functionally Partner closely with Engineering, Product, Sales, and Solutions teams Identify recurring customer pain points and workflow gaps Help improve support processes as the company scales Improve Support Operations Create and maintain troubleshooting guides, internal documentation, and runbooks Identify opportunities to improve the customer experience and support workflows Contribute to operational improvements and internal tooling