Technical Support Engineer - Remote APAC

About Factory

Factory aims to revolutionize software development by creating a self-improving software platform. Their technology supports leading enterprise engineering teams worldwide, enabling autonomous software factories. The platform powers critical operations at major companies like Nvidia, Blackstone, RBC, Palo Alto Networks, Adobe, and T-Mobile, facilitating continuous code shipping, PR reviews, testing, and deployment with increasing efficiency.

Having raised $200M at a $5 billion valuation in 2026, Factory’s total funding has surpassed $400M, with backing from premier investors such as Khosla Ventures, Sequoia, Blackstone, and noted industry leaders including Ali Ghodsi and Frank Slootman.

Role Overview

As a Technical Support Engineer, you will play a key role ensuring customers derive optimal value from Factory's developer-focused platform. Positioned at the nexus of customer success, product management, and engineering, you will troubleshoot and resolve technical challenges regarding architecture, performance, and operations. You will also contribute to enhancing internal tools that support product scalability and collaborate closely with leadership to uphold operational excellence during scaling.

Key Responsibilities

• Resolve complex technical problems faced by customers, including architecture, performance, recovery, and security issues, becoming a subject matter expert and trusted advisor on best practices for Factory’s platform.
• Act as the voice of the customer by liaising with product management and engineering teams to communicate customer feedback and influence product development.
• Create and maintain internal tools and diagnostics such as performance benchmarking software, diagnostic utilities, automation scripts, and develop operational playbooks promoting deployment and service reliability.
• Work collaboratively across functions including customer success, growth, and engineering to design scalable workflows and dashboards that enable data-driven decision making.

Qualifications

• Strong technical background with proficiency in at least one modern programming language, including but not limited to Python, Go, Java, C++, or JavaScript/Node.js.
• Hands-on experience managing large-scale production environments covering hardware, operating systems, networking components (firewalls, load balancers), and cloud infrastructure platforms such as AWS, Azure, or Google Cloud.
• Excellent verbal and written communication capabilities.
• A sincere commitment to supporting customers and advocating for their success.
• Strong problem-solving skills, with the ability to calmly diagnose and fix issues under pressure in real time.
• Quick adaptability and eagerness to learn new technical knowledge and stay up to date with emerging technologies.
• Collaborative spirit with sound judgment regarding when to seek assistance or work as a team member.

Preferred Additional Experience

• Exposure to AI/ML technologies or experience with enterprise B2B SaaS software aligned with Factory’s mission.
• Experience working in startup or rapidly expanding environments where you designed and implemented processes and tooling from the ground up.
• Familiarity with observability solutions, automation frameworks, and continuous integration/continuous deployment (CI/CD) pipelines.
• Basic programming or scripting skills beyond your primary language, enabling creation of integrations or automation tools.