Platform Support Engineer

Who are we?

Aurachain is a globally recognized AI-powered orchestration platform for enterprise operations. Built on 15 years of experience, we enable organizations to design and run AI-driven workflows that orchestrate AI agents, enterprise systems, and human operators in a single, easy-to-use environment. We help teams move beyond static workflow automation toward AI-assisted decision-making, while keeping governance, auditability, and traceability at the core.

Our platform supports fast implementation cycles, rapid cloud deployment, and seamless integration with both legacy and modern IT ecosystems, so businesses can streamline mission-critical processes, improve operational efficiency, and accelerate digitalization with controlled, enterprise-grade orchestration.

Our vision is a world where building and using enterprise software applications is a painless, exciting and collaborative experience. Our mission is to make organizations more efficient and accelerate digitalization by enabling governed, compliant, and auditable AI orchestration across core processes.

Headquartered in Switzerland, Aurachain is a global team of 100+ professionals across Switzerland, North America, UK, UAE, and Romania.

What are we searching for?

We are looking for a full-time Platform Support Engineer to join our team and help ensure the reliability, stability, and operational continuity of the Aurachain low-code platform.

In this role, you will act as the first line of technical support for customers and partners, resolving incidents, troubleshooting platform issues, and supporting platform operations. You will work closely with Product, Engineering, and Customer Success teams, contributing directly to customer satisfaction and platform performance in a SaaS environment.

What will you be responsible for?

As a Platform Support Engineer, you will play a key role in supporting the platform and customer applications, ensuring issues are addressed efficiently and platform operations run smoothly.

Customer & Partner Support

• Provide first-level technical support for incidents and service requests related to the Aurachain platform and customer applications.
• Assist customers and partners with platform usage questions, configuration topics, and technical inquiries.
• Maintain clear, professional, and timely communication with customers throughout the incident resolution lifecycle.
• Build strong working relationships with customer stakeholders to ensure a positive support experience.

Incident Management & Troubleshooting

• Log, categorize, prioritize, and track incidents using Jira, ensuring proper documentation and traceability.
• Troubleshoot technical issues through structured investigation and diagnostic analysis.
• Document incidents and resolutions to support knowledge sharing and faster future resolution.
• Escalate complex issues to Product, Engineering, or Operations teams with clear technical context.
• Follow incident management and escalation procedures to minimize impact and downtime.

Platform Operations & Release Support

• Perform platform administration tasks such as user and role configuration, notifications setup, and operational monitoring.
• Support platform releases by coordinating deployments across environments (DEV, TEST, PROD) and performing post-release sanity checks.
• Monitor platform health and services to proactively identify potential issues.
• Assist with production rollout activities and post-deployment validation.

Knowledge Management & Enablement

• Contribute to building and maintaining a structured knowledge base with troubleshooting guides, FAQs, and support documentation.
• Provide guidance to customers and partners on effective platform usage.
• Deliver ad-hoc enablement sessions or small training workshops when needed.

Internal Collaboration & Continuous Improvement

• Provide structured feedback and highlight recurring issues or improvement opportunities to the Product team.
• Collaborate closely with internal teams to stay aligned on platform updates and new features.
• Contribute to the continuous improvement of support processes, documentation, and operational practices.
• Balance multiple support requests while maintaining service quality and responsiveness.

What would you bring to the table?

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent experience).
• Experience in a technical support or customer-facing role, ideally within a SaaS or software environment.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues.
• Excellent written and verbal communication skills, with the ability to explain technical topics clearly.
• Ability to work independently and collaboratively in cross-functional teams.
• Comfortable working in dynamic environments and managing multiple priorities.
• Availability for shift-based work and on-call duties when required.
• Fluent in English; availability to travel up to 25%.

Technical Skills

• 2+ years of experience with JavaScript, HTML, and CSS.
• Experience working with Java-based web applications.
• Familiarity with relational and NoSQL databases such as PostgreSQL, MySQL, MongoDB, or IBM DB2.
• Understanding of web services and APIs (REST, SOAP, JSON-RPC, Swagger).
• Experience working in Linux environments (Debian-based or Red Hat-based).
• Familiarity with containerization technologies such as Docker and Kubernetes.
• Basic experience with monitoring and logging tools (Grafana, Prometheus, Kibana, Elasticsearch).
• Exposure to cloud platforms such as Google Cloud, AWS, Azure, or OpenStack.
• Basic understanding of LLM concepts, including prompt engineering, tokenization, and temperature settings.

Why join our team?

We offer competitive compensation, strong learning and growth opportunities, and the chance to work with a talented, collaborative team building a state-of-the-art enterprise AI-powered orchestration platform.