Support Engineer

Arist is an enterprise platform transforming how the world’s largest organizations deliver training and enablement — all through conversational, AI-powered learning experiences. Fortune 500 companies like HP, Pfizer, Novartis, and Intuit use Arist to drive measurable behavior change in minutes, not months.

We’re looking for a Support Engineer to be the bridge between our customer-facing teams and our engineering organization. You’ll triage incoming issues, diagnose complex problems, and help ensure Arist’s platform runs smoothly for our enterprise customers around the world.

This is a highly cross-functional role — perfect for someone who loves understanding how systems fit together, thrives on solving puzzles, and takes pride in uncovering the “why” behind every issue.

What You’ll Do

• Own technical triage: Investigate, reproduce, and diagnose issues escalated from customer support, working closely with engineering to identify root causes and resolutions.
• Be the first line of technical defense: Separate product questions from genuine bugs, gather the right context and logs, and ensure tickets are well-documented for efficient engineering follow-up. You'll learn to distinguish signal from noise — knowing which errors are routine and which reveal something new.
• Understand the full system: Develop a deep understanding of Arist’s architecture — from Rails backend services to integrations, APIs, and data flows — so you can quickly trace issues across components. You'll build mental maps of how systems interact and where issues are most likely to surface.
• Collaborate cross-functionally: Act as the connective tissue between support, product, and engineering teams — ensuring clarity, speed, and high-quality resolutions. Stay attuned to customer launches, product changes, and business priorities to assess severity accurately.
• Continuously improve: Identify recurring issues, document troubleshooting guides, and help drive fixes that prevent future incidents.
• Level up monitoring & tooling: Contribute to scripts, dashboards, and automation that improve visibility, reliability, and support efficiency.
  
  

Our Stack

Ruby on Rails

• Vue.js
• AWS
• Sentry· PostgreSQL
• Sidekiq
• Redis
• GraphQL
  
  

You Bring

• 3–6 years of experience in a technical support, or application engineering role, ideally in a SaaS or enterprise environment.
• Strong technical troubleshooting skills — you love diving into logs, tracing API calls, and uncovering the root of an issue. You form hypotheses and test them rapidly, iterating your way to answers.
• Familiarity with Ruby on Rails, SQL, and cloud infrastructure (AWS preferred).
• Excellent communication skills — you can clearly explain complex issues to both technical and non-technical audiences.
• A genuine curiosity about how things work — you dig for answers yourself, connect dots across systems, and build context over time. You know when to ask questions and when to investigate on your own.
• A passion for learning how things work and continuously expanding your technical toolkit.
• A proactive mindset and bias for ownership — you take pride in closing the loop, not just escalating it.
• Comfort working in a remote, fast-paced environment where curiosity, clarity, and follow-through are key.
  
  

Why Arist

• Help shape the reliability and scalability of a product used by hundreds of thousands of learners globally.
• Work directly with world-class engineers, product leaders, and enterprise clients.
• 100% remote, flexible hours (collaboration hours +/- 3hrs of 8-5 EST), and a culture built on autonomy, trust, and high standards.
• Join a cash-flow positive, venture-backed company redefining how organizations learn and enable their people.
  
  

Let’s build the backbone of the world’s most effective learning experiences — together.