FactoryTechnical Support Engineer - EMEA
Factory is hiring a Technical Support Engineer - EMEA in London, United Kingdom. Level rates it ; you can apply on Factory.
Level's read on this job
- On Level's scale, this role is Works on AI ●●●○: the daily work is on AI products, without building the model.
- The posting mentions Databricks, Python and technical support among its tools and skills.
- Level classes it as a mid-level role.
- Factory has 63 other open roles on Level.
AI in this role
Deliver technical support and resolve architectural and performance issues for customers using an autonomous software development platform.
About Factory
Our mission is to create a world where software builds and improves itself.
We build the platform for self-improving software development, helping the world's largest enterprise engineering teams turn their organizations into autonomous software factories. Customers including Nvidia, Blackstone, Royal Bank of Canada (RBC), Palo Alto Networks, Adobe, and T-Mobile run Factory to ship code, review PRs, run tests, and deploy continuously - getting smarter with every cycle.
In 2026, we raised $200M at a $5B valuation, bringing our total funding to over $400M. We are backed by world-class investors and operators including Khosla Ventures, Sequoia, Blackstone, Ali Ghodsi (CEO of Databricks), and Frank Slootman (Former CEO of Snowflake).
About the Role
Factory is bringing autonomy to software engineering. We are looking for a Technical Support Engineer to ensure customers get maximum value from our developer‑centric platform. This position sits at the intersection of customer success, product management and engineering. You will partner with customers to resolve architecture, performance and operational challenges and contribute to internal tools that improve our product’s scalability. As with all Factory roles, you will help shape how we build and deliver autonomous software and will work closely with our leadership and technical teams to ensure operational excellence as we scale.
What you will do and achieve
Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform.
Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.
Qualifications
We consider all candidates with an eye for those who are self‑taught, insatiably curious and multi‑faceted. Ideal candidates should have strong technical experience in one or more of the following areas:
Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
Excellent written and verbal communication skills.
A genuine desire to help people and advocate for customer success.
A strong diagnostic instinct—the ability to investigate and solve problems calmly and effectively in real time.
A capacity to rapidly learn new technical skills and adapt to emerging technologies.
Strong teamwork skills and sound judgment on when to seek help or collaborate.
Nice to Have
Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory’s mission.
Prior work at startups or in high‑growth environments where you built processes and tools from scratch.
Familiarity with observability tools, automation frameworks or CI/CD pipelines.
Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).
How we rate this
Technical Support Engineer - EMEA at Factory rates 60 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where technical support was part of your work. What did you do?
- Tell me about a project where customer success was part of your work. What did you do?
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where performance benchmarking was part of your work. What did you do?
- Tell me about a project where diagnostics was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Technical Support, Customer Success, Troubleshooting, Performance Benchmarking, and Diagnostics. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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