---
title: 'Technical Support Engineer - US at Factory'
canonical: 'https://feeny.ai/job/technical-support-engineer-us-factory-san-francisco-pqm9hjzgy6bn'
type: 'job'
last_seen: '2026-09-08'
---

# Technical Support Engineer - US at Factory

- **Company:** Factory
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.ashbyhq.com/factory/fa8c6db5-7dbf-4366-aa64-88a6608895cd

## Job description

## 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).

## About Factory

## Company Overview
- **One-liner**: Factory is an AI research lab building autonomous software development agents ("Droids") to automate and optimize the entire software development lifecycle.
- **Entity Type**: Private (Series C)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2023
- **Founders**: Matan Grinberg (CEO & Co-Founder), Eno Reyes (CTO & Co-Founder)

## Core Business
- Primary industry/industries: Artificial Intelligence, Software Development, Autonomous Agents
- Target customers: Enterprise engineering organizations (B2B)
- Mission or purpose statement: "Bring Autonomy to Software Engineering"

## Products & Services
- **[Droid]**: An autonomous software development agent that performs real engineering work across IDEs, CLI, and CI/CD environments. Handles refactors, migrations, debugging, incident response, and feature development in large codebases. Operates through a model-agnostic architecture and supports long-running processes, structured planning, and verified outputs such as PRs and deployments.
- **[Factory Router]**: A product that automatically selects the right AI model for each coding task, cutting costs 20-25% while maintaining frontier model performance.

## Market Standing
- **Valuation**: $1.5 billion (as of early 2026, per Series C announcement) [cbinsights.com](https://www.cbinsights.com/company/factory-2)
- **Total Funding**: $220M [cbinsights.com](https://www.cbinsights.com/company/factory-2)
- **Latest Funding Round**: $150M Series C (raised ~2 months ago as of July 2026) [cbinsights.com](https://www.cbinsights.com/company/factory-2)
- **Notable Investors**: Sequoia Capital, Lux Capital, NEA, Abstract, MANTIS Venture Capital, 20VC [cbinsights.com](https://www.cbinsights.com/company/factory-2). Board members include AI veteran Lila Tretikov (NEA Partner) [cbinsights.com](https://www.cbinsights.com/company/factory-2).
- **Notable Customers**: NVIDIA, Morgan Stanley, EY, Palo Alto Networks, RBC, Revolut, Adobe, MongoDB [cbinsights.com](https://www.cbinsights.com/company/factory-2)
- **Notable Advisors**: Ali Ghodsi (CEO & Co-founder, Databricks), Aaron Levie (CEO, Box), Dev Ittycheria (CEO, MongoDB), Nikesh Arora (CEO, Palo Alto Networks), Frank Slootman (Former CEO, Snowflake), Michael Ovitz (Co-founder, CAA) [factory.ai](https://factory.ai/company)
- **Growth Signals**: Rapid enterprise adoption moving beyond experimentation; appointed Marcello Gallo as CRO (formerly CRO at Sigma and Moveworks, senior sales leadership at MongoDB) [cbinsights.com](https://www.cbinsights.com/company/factory-2); appointed Madison Faulkner as Head of Strategy [cbinsights.com](https://www.cbinsights.com/company/factory-2); Headcount growing rapidly (+4% monthly on LinkedIn) [linkedin.com](https://www.linkedin.com/company/factory-hq)

## Competitive Advantages
- **Model-Agnostic Architecture**: Factory's Droids are not tied to a single AI model, allowing them to use the best model for each task and switch as the landscape evolves. The Factory Router product further optimizes cost and performance by intelligently routing tasks.
- **Deep Integration**: Agents work natively within existing developer tools (IDEs, CLI, CI/CD), meaning teams don't need to change their workflows to adopt Factory.
- **Enterprise-First Focus**: The company is building for large-scale engineering operations with production-grade reliability, security, and control, as evidenced by their customer list (NVIDIA, Morgan Stanley, etc.).
- **Top-Tier Talent & Advisory**: The team hails from companies like Nuro, Glean, Applied Intuition, Scale AI, MongoDB, and Sourcegraph, and is advised by some of the most prominent leaders in enterprise software.
- **Strong Backing**: Backed by top-tier venture capital firms (Sequoia, Lux, NEA) with a $1.5B valuation, providing significant resources and credibility.

## Strategic Focus
- **Enterprise Hyper-Growth**: Scaling go-to-market with the appointment of a seasoned CRO to drive adoption among large enterprises.
- **Agent-Native Development**: Championing the shift from AI-assisted coding to fully autonomous agents that own and execute complex engineering tasks.
- **Cost Optimization**: Products like Factory Router demonstrate a focus on making AI-powered development cost-effective at scale.
- **Platform Ownership**: Enabling enterprises to own their "software factory" with a flexible, model-agnostic platform.

## Why Work Here
- **Mission-Driven**: The opportunity to "Build the tool you've always dreamed of using" and shape the next era of software engineering [factory.ai](https://factory.ai/).
- **Talent Density**: The company emphasizes being a "lean and talent-dense team" that values ownership and autonomy [factory.ai](https://factory.ai/).
- **On-Site Culture**: Employees work from physical offices five days a week, fostering deep collaboration. Offices are in San Francisco, CA; New York, NY; and London, England [builtin.com](https://builtin.com/company/factory-factoryai).
- **Comprehensive Benefits**: Fully covered medical, dental, and vision insurance for employees; 401(k) and Flexible Savings Account; daily catered lunches and dinners; on-site gym; desk setup stipend [factory.ai](https://factory.ai/).
- **World-Class Team**: Opportunity to learn from and work alongside engineers from top AI and software companies (Nuro, Glean, Scale AI, MongoDB, etc.) and industry legends on the advisory board [factory.ai](https://factory.ai/company).
- **High-Growth Environment**: The company is in a hyper-growth phase with significant funding, a rapidly growing customer base, and a clear market need.

## Sources
1. [factory.ai](https://factory.ai/)
2. [factory.ai/company](https://factory.ai/company)
3. [builtin.com](https://builtin.com/company/factory-factoryai)
4. [cbinsights.com](https://www.cbinsights.com/company/factory-2)
5. [linkedin.com](https://www.linkedin.com/company/factory-hq)

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- [Partner Marketing](https://feeny.ai/job/partner-marketing-factory-san-francisco-myt088gk7vkn) — San Francisco, CA
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- [Regional Director, Mid-Market, NYC](https://feeny.ai/job/regional-director-mid-market-nyc-factory-san-francisco-esd6q7ysg289) — San Francisco, CA
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