Product Support Engineer Jobs

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As an Assigned Support Engineer, you’ll be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab. You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Succ

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. About the Role The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and transforming our customer experience through our multi-year vision and strategy execution. Creators are the engine of Roblox. When something breaks for them, whether it is a broken publish flow, a payout that didn't land, an asset that won't upload, how quickly and how well we resolve it directly shapes whether they keep building with us. You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Senior Product Support Specialist on our Safety Ops Team, you’ll own the hardest escalations end to end, drive root cause analysis with engineering and product partners, and then close the loop by turning what you learn into support content that scales for both our human agents and our automated support experiences. Additionally, you will serve as a product expert working closely with the Product Support Management team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. You'

🚀 About WRITER WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And we're proving it's possible – through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER's end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company's data and fueled by WRITER's enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI. Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI. 📐 About the role At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate. As a senior support engineer, your top priority is helping our developer personas and technical users succeed with our platform. You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses. You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently. This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering. 🦸🏻‍♀️ What you'll do Own

🚀 About WRITER WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And we're proving it's possible – through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER's end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company's data and fueled by WRITER's enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI. Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI. 📐 About the role At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate. As a senior support engineer, your top priority is helping our developer personas and technical users succeed with our platform. You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses. You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently. This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering. 🦸🏻‍♀️ What you'll do Own

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As an Assigned Support Engineer, you’ll be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab. You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Succ

Datadog is seeking a strategic, results oriented Director to lead and scale our Technical Support Engineering (TSE) organization across LATAM. This leader will be responsible for strengthening and expanding our regional support presence, building high-performing teams, and ensuring operational excellence as we continue our rapid growth.You will lead a team of managers and support engineers in our LATAM region, partnering cross-functionally to deliver exceptional customer outcomes and consistent global standards. A t Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: Lead, develop, and scale a multi-country Technical Support Engineering organization across LATAM Evaluate and launch new support locations within LATAM as customer growth requires Act as the owner for your team’s metrics and performance - partnering closely with upper management and HR on performance management and employee issues Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion. Lead regional hiring efforts to attract and retain top technical talent in competitive LATAM markets. Ensure that all quarterly hiring targets for the region and functional area are met Ensure the successful onboarding and development of Technical Support Engineers Drive cross-functional projects or initiatives to improve team productivity, process, or procedure Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary Conduct regular 1:1’s with team members to provide constructive feedback and skills development. Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Your Location: This position is CHINA BASED . The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies. The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us. The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible

About the Role: We're seeking a Director of Product Support Operations to lead the team that runs how Tubi's Tech Org plans, executes, and ships. PSO is a deliberately lean, AI-first team of Technical Program Managers and Customer Experience specialists built around three durable jobs: orchestrating agentic systems, people, and the cross-team programs that land Tubi's most complex initiatives for over 100 million monthly active users. You will own the Tech Org's most complex, company-level programs, spanning live events, platform integrations, monetization, and financial operations, along with the agentic systems that carry the org's operational load. You will also own the customer experience function end to end and run the Tech Org's operating cadences, including planning cycles, executive business reviews, and org-wide communications. You'll work closely with engineering, product, design, data science, and finance leaders as a trusted executive partner. This team consists of builders, not just coordinators. If you're passionate about building with AI rather than coordinating around it, landing complex programs at company scale, and developing world-class talent while staying hands-on yourself, this is the role for you. This is a hybrid role based out of our San Francisco, New York, Los Angeles, or Toronto offices. What You'll Do: Define the multi-year strategy and 12-month roadmap for Product Support Operations, aligning the portfolio with company objectives Lead, develop, and recruit high-performing Technical Program Management and Customer Experience team members, setting a high bar through direct feedback and rigorous performance management Operate as a player-coach: personally design, ship, and maintain agentic workflows and lead high-stakes programs while modeling the builder-TPM standard for the function Own execution of the Tech Org's most complex, company-level programs spanning multiple organizations and external partners, with impact validated by metrics

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Community Support Engineering (CS Eng) is responsible for the world-class technology, architecture, and solutions that power Airbnb’s global community support operations. The products and solutions we build support our customers, front line agents, and business process operations teams. They are a key driver of enabling Airbnb’s core business. As a member of CS Eng, you will have an opportunity to impact every person who travels or hosts on Airbnb. Under CS Eng, the Agent Core Products team has an opportunity for a Senior Engineer to help drive our initiatives. The team builds the core software that empowers our global support agents. The work has a direct impact on agent experience and impacts the quality of service we provide to our guests and hosts. The Difference You Will Make: We are seeking a highly skilled and motivated engineer who is passionate about making a difference through their work. As a Senior Software Engineer, you will work in a team of talented and diverse software engineers to build solutions that improve the agent experience. You will play a significant role in shaping the technical vision and then delivering a solution that is flexible, efficient and scales with the needs of the business. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb. We are a high-impact team focused on driving double-digit percentage improvements across our key metrics through various strategic projects. We continuously advance the quality and efficiency of our product, emp

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Your Location: This position is CHINA BASED . The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies. The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us. The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. Our ML team in Community Support is the team responsible for adopting the Agentic AI technologies to enable an intelligent, scalable and exceptional customer service experience. We are responsible for developing the Chat AI assistant, Voice AI Assistant and Human agent Assistant! The team is constantly exploring the SOTA Agentic architecture, develops and enhances various AI models, ML services and leverages tools including SFT, Reinforcement learning, Distillation, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb. You will build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience. Many of the initiatives you’ll tackle are in their early conceptual stages. You will have the opportunity to shape these ideas from inception to production, turning visionary concepts into impactful realities. A Typical Day: Champion the development of novel ML systems, product integra

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb. The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time. Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale. The Difference You Will Make: As a Staff GenAI Backend Engineer on the ARC team, you will drive meaningful impact across our core routing and differentiated service programs: Lead engineering delivery on strategic programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. Drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. Play a critical role in buildin

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. We are hiring for Machine Learning Engineering as TL level. Your Location: This position is CHINA BASED. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies. The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us. The Difference You Will Make: We believe our current customer experiences in these domains are

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb. The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb. The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us. The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb. You will build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience. Many of the initiatives you’l

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Community Support Engineering (CSE) China Foundations team works together with our US partners to co-own the Community Support foundations systems, collectively empowering every step of the customer support journey. We're building the next-generation case management platform that gives a 360-degree view of every customer interaction, helping ambassadors resolve guest and host issues faster. At the same time, we're developing the centralized supervisor portal alongside agent quality systems that turn performance insights into actionable coaching signals. Our routing platform connects Airbnb customers to the right ambassador, through the right channel, at the right time. The team also provides AI-powered solutions to support TechOps around system inconsistencies and incidents to ensure high availability and reliability of critical CS flows. The Difference You Will Make: We are seeking an experienced Engineering Manager to lead the China Routing and Data Service team. In this role, you will: Ramp up on the team’s technology, product, and business goals, including hands-on work to develop a deep technical understanding. Lead, mentor, and grow a high-performing engineering team in a fast-paced environment. Foster a team culture that emphasizes product thinking, technical depth, and customer-centric problem solving. Drive and partner closely with teams across CSE to understand business cases and deliver intuitive, scalable routing and data solutions. Set clear priorities and strategic direction in collaboration with cross functional partners.. Improve team processes to strengthen coll