Job ID: GR-0401 · Engineering · Austin, TX · On-site · Full-time · On-call rotation
ApplyGrafty is the on-premises AI app builder. Teams describe an internal tool in plain language, and Grafty generates, previews and publishes it on the customer's own Kubernetes infrastructure. Source code, prompts, logs and runtime data never leave the customer's network. Customers bring their own model provider (OpenAI, Anthropic, Google Gemini, or fully local models), and Grafty enforces token budgets per user, project and team before any API call is made. Grafty is headquartered in Austin, Texas.
Description
As a Technical Support Engineer, you will help customers run Grafty in their own environments. Because Grafty is installed and operated by customers on their own infrastructure, you'll often solve problems without direct access to the system, relying on logs, diagnostic bundles, reproduction environments and clear communication.
You'll own customer issues from first report to resolution, escalate to engineering when needed, and improve the documentation and tooling that help customers help themselves.
Key job responsibilities
- Respond to and resolve customer support cases within SLA.
- Troubleshoot issues across installation, upgrades, Kubernetes workloads, networking, TLS, identity, integrations and model provider connectivity.
- Reproduce customer issues in internal lab environments.
- Analyze logs and diagnostic bundles to identify root causes.
- Escalate product defects to engineering with clear reproduction steps.
- Write and maintain knowledge base articles, troubleshooting guides and runbooks.
- Participate in an on-call rotation for production-impacting issues.
A day in the life
You start by triaging the overnight queue: an upgrade that stalled on an ARM host, and a customer whose local model endpoint is timing out. You rebuild the upgrade scenario in the lab, find the cause, and send the customer a fix. In the afternoon you write a knowledge base article so the next customer can solve the same issue on their own.
About the team
Technical Support keeps customer deployments of Grafty healthy. The team works directly with engineering, so recurring issues become product fixes, not just answers.
Minimum qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 2 years of experience in technical support, systems administration, or site reliability engineering.
- Experience troubleshooting Linux systems and networking (DNS, HTTP, TLS).
- Experience with containers and Kubernetes.
- Experience with a scripting language (e.g. Bash, Python).
Preferred qualifications
- Experience supporting on-premises or customer-managed enterprise software.
- Experience with K3s or other lightweight Kubernetes distributions.
- Experience with identity providers and SSO.
- Experience writing technical documentation.
If you meet the minimum qualifications but not every preferred one, we still encourage you to apply. Experience gained outside a traditional path counts.
This posting will remain open for at least 7 days and will be removed once the position is filled.
Grafty, Inc. is an equal opportunity employer. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by law.
If you need an accommodation or adjustment at any stage of the application or interview process, email [email protected] and we'll work with you.
Grafty will only contact you from an @grafty.ai email address and will never ask for payment or banking information during the hiring process.