LLM.co builds private, secure large language model (LLM) solutions for enterprises in highly regulated industries, including law, healthcare, finance, and government. We provide organizations with compliant, on-premise or hybrid AI deployments tailored to their unique workflows and data needs.

Position Overview

LLM.co is seeking a highly skilled Senior Support Engineer to lead our customer success efforts through technical troubleshooting, hands-on solution delivery, and close collaboration with our AI, DevOps, and product teams. You’ll be the go-to expert for ensuring clients can deploy, use, and scale our platform reliably—across cloud, on-premise, and hybrid environments.

This role blends Tier 2/3 support, technical guidance, and direct client interaction. You’ll help enterprise customers troubleshoot LLM deployment issues, optimize model performance, resolve system configuration problems, and provide white-glove technical support throughout the customer lifecycle.

Key Responsibilities

• Provide advanced technical support for LLM deployments, integrations, and configurations
• Diagnose, troubleshoot, and resolve complex customer issues across networking, infrastructure, and AI model usage
• Serve as escalation point for support engineers and work directly with enterprise customers
• Collaborate with engineering to relay bugs, feature requests, and deployment challenges
• Write and maintain internal knowledge bases and external customer-facing documentation
• Build diagnostic tools, scripts, and logs to improve support workflows and resolution times
• Participate in client onboarding, system validation, and incident response
• Champion customer success by ensuring timely resolution and clear communication at every stage

Required Qualifications

• 5+ years in a technical support, DevOps, or engineering role with customer-facing experience
• Deep troubleshooting expertise across Linux environments, containerized systems (Docker/Kubernetes), and cloud infrastructure (AWS, GCP, or Azure)
• Strong scripting skills (Python, Bash, or similar)
• Familiarity with AI/ML system architecture, APIs, inference tuning, or vector databases
• Experience working with enterprise clients and managing complex environments
• Strong communication skills (verbal, written, and technical documentation)
• Ability to balance multiple tickets and projects in a fast-paced setting

Preferred Qualifications

• Experience supporting or deploying LLMs, RAG pipelines, or generative AI systems
• Familiarity with Hugging Face, LangChain, LlamaIndex, or similar frameworks
• Exposure to air-gapped, on-premise deployments or highly regulated environments
• Past experience in legaltech, fintech, or healthtech
• Background in SRE, DevSecOps, or platform engineering

What We Offer

• Competitive salary and equity
• Fully remote flexibility
• A collaborative team working at the intersection of AI and enterprise infrastructure
• Direct access to cutting-edge AI deployments and GPU-powered systems
• Opportunity to help shape the support function in a high-growth, high-impact space

Join us in powering the next generation of secure AI.

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