Technical Support Engineer

Halcyon Labs is the Platform for AI Success, the enterprise orchestration layer for building, deploying, and governing AI. In a single environment, teams design and operate analytics, machine learning, and AI agents with the transparency, collaboration, and control enterprises require. Sitting above data platforms, cloud infrastructure, and AI services, Halcyon Labs connects the full enterprise AI stack — empowering organizations to run AI across multi-vendor environments with centralized governance. The world’s leading companies rely on Halcyon Labs to operationalize AI and run it as a true business performance engine delivering measurable value. For more, visit the Halcyon Labs blog , LinkedIn , X , and YouTube . What to know about the Halcyon Labs Support Team At Halcyon Labs , the Support organization is a fully remote team focused on enabling our customers and helping them work through any technical issues or questions related to our Everyday AI Platform (DSS). We are a rapidly scaling and globally distributed team, with members spanning 10+ countries and across 3 major continents. Our focus is to take our growth to the next stage by building out an enterprise-grade global support function. How you’ll make an impact We are looking for an experienced technical support engineer who is comfortable working in a complex and dynamic environment and who can help contribute to the growth of our global support function as we continue to scale up our operations. As a Technical Support Engineer, you will help our EMEA and global customers solve their wide range of technical issues with Halcyon Labs , such as installation, security, and integration with other big data technologies. You will also collaborate with various internal teams to solve and escalate customer issues as needed. Some expected outcomes for this role Help EMEA and global customers solve their technical issues with Halcyon Labs through a variety of communication channels Communicate with our R&D team to solve complex issues and/or share feedback from our EMEA customers for future product improvement Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment What you’ll need to be successful At least 3 years of experience in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product Experience with cloud platforms such as AWS, Azure, and GCP Experience with Docker and Kubernetes Collaborative and helpful mindset with a focus on always working as a team A strong competency in technical problem solving with demonstrated experience performing advanced log analysis, debugging, and reproducing errors Proficiency working with Unix-based operating systems Experience with relational databases (or data warehouses like Snowflake) and SQL Ability to read and write Python or R code What will make you stand out Experience with big data technologies, such as Hadoop or Spark Experience with authentication and authorization systems such as LDAP, SAML, and Kerberos Experience with ML models and LLMs What does the hiring process look like? Initial call with a member of our Technical Recruiting team Video call with the Technical Support Manager Technical Assessment to show your skills (Home Test) A technical interview with the TSE team to build on the assessment you completed Final Interview with the VP Technical Support What are you waiting for! At Halcyon Labs , you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Halcyon Labs ! And if you’d like to learn even more about working here, you can visit our Halcyon Labs LinkedIn page. Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Halcyon Labs also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment. If you need assistance or an accommodation,