Support Engineer

We’re building something ambitious at Fly.io: a new public cloud, running on our own hardware all over the world, built to make it easy to run apps close to users everywhere.

At Fly.io, we have a small support team on the front lines helping customers get, and keep, their apps running happily. Our customer base is growing fast, with developers spinning up apps across every timezone. We’re looking for four Support Engineers: two based in EMEA/Asia timezones, and two for weekend coverage (Saturday - Wednesday).

The principal channels for support are our public forum at community.fly.io and email. This isn’t a “follow-the-script” role - our support engineers are writing the script, and even triage requires creative problem solving and technical expertise.

About Us & About the Job

• We’re a small, almost entirely technical team
• Support engineers are experts in getting apps deployed on Fly and helping customers through tricky spots
• We’re active in developer communities, including our own at community.fly.io
• Clear written English communication is essential as all customer interaction is in writing
• We’re remote with team members across multiple time zones and countries
• We work in open channels with lots of public collaboration
• Compensation is $134k USD plus equity, with health care for US employees, flexible vacation time, and hardware/phone allowances
• This is a fully-remote, full-time position

What You’ll Do

• Monitor and respond to support requests across multiple channels (email, community forums, Slack)
• Troubleshoot a broad range of technical issues from deployment to networking
• Triage problems and coordinate with other teams when needed
• Provide clear, actionable steps for resolution
• Create and maintain customer-facing documentation
• Help customers become self-sufficient through education and resources
• Contribute to community discussions and technical support threads

You’ll Be Good at This Job if You

• Have software development experience and enjoy building applications
• Are comfortable with technical troubleshooting and code review
• Balance customer service with teaching independence
• Enjoy solving complex technical problems
• Can work without a standard playbook while helping create better processes
• Are comfortable with asynchronous communication and independent work

You’ll Know You’re Succeeding in This Job If

• Customers have clear expectations about support interactions
• You can effectively triage between user-solvable and infrastructure issues
• Your escalations to other teams are well-documented and actionable
• You’re consistently converting support questions into documentation
• The community benefits from your technical insights and troubleshooting