fal is the generative media ecosystem powering the next generation of AI products. We build the infrastructure, tools, and model access that teams need to move from idea to production, and do it at scale without compromise. For developers and enterprises, fal is the foundation that makes generative media not just possible, but practical: a unified platform where high-performance inference, orchestration, and observability come together to unlock new categories of AI-native products.

As generative media reshapes industries across a market projected to grow by hundreds of billions over the next decade, fal is becoming the ecosystem that ambitious teams build on.

fal is the generative media ecosystem powering the next generation of AI products. We build the infrastructure, tools, and model access that teams need to move from idea to production, and do it at scale without compromise. For developers and enterprises, fal is the foundation that makes generative media not just possible, but practical: a unified platform where high-performance inference, orchestration, and observability come together to unlock new categories of AI-native products.

As generative media reshapes industries across a market projected to grow by hundreds of billions over the next decade, fal is becoming the ecosystem that ambitious teams build on.

About the Role

fal is seeking a highly skilled Technical Support Engineer to provide high-quality support and service to our Customer base and Internal teams. You will play a critical role in providing advanced support directly to our Customers, and collaborating with engineering and Sales teams to enhance our products and services.

Key Responsibilities

• Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors).

• Support users across multiple products via email, chat, and Slack.

• Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.

• Analyze API logs, error messages, and request/response payloads to identify root causes.

• Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records.

• Reproduce, escalate, and document bugs or edge cases in collaboration with engineering.

• Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement.

• Assist with testing and validation of new features, releases, and infrastructure changes before production deployment.

• Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.

• Improve developer documentation to make integration as self-serve as possible.

What You Bring

• Strong analytical thinking, technical problem-solving skills, and a systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software.

• Experience supporting and troubleshooting REST APIs and backend services, including working directly with REST APIs and authentication flows (OAuth2, API keys).

• Experience using monitoring, logging, and observability tools to support production systems.

• Familiarity with AI platforms, machine learning systems, or data-intensive applications.

• Excellent written and verbal communication and interpersonal skills, with the ability to clearly and empathetically explain complex technical concepts to both technical and non-technical stakeholders/users in English.

• Experience providing technical support with a customer-first mindset, demonstrating patience, empathy, and a focus on user success.

• Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation.

• Demonstrated ability to prioritize effectively, respond quickly to critical issues with a sense of urgency, and maintain composure under pressure.

• Ability to work independently and collaboratively, handling multiple concurrent support cases while maintaining quality and meeting response time commitments.

• Self-starter who can identify process improvements and proactively address recurring issues (Initiative).

• Familiarity with tools such as Slack, Linear, Notion, and GitHub.

• Familiarity with authentication protocols like REST APIs, OAuth2, JWT, and API key auth.

Why fal

At fal, you’ll join a rapidly scaling company defining how AI moves from experimentation to production. This is an opportunity to shape the future of enterprise AI adoption while building deep relationships with customers who are transforming their industries through intelligent technology.

What we offer at fal

• Interesting and challenging work

• Competitive salary and equity

• A lot of learning and growth opportunities

• Regular team events and offsites

fal is the generative media ecosystem powering the next generation of AI products. We build the infrastructure, tools, and model access that teams need to move from idea to production, and do it at scale without compromise. For developers and enterprises, fal is the foundation that makes generative media not just possible, but practical: a unified platform where high-performance inference, orchestration, and observability come together to unlock new categories of AI-native products.

As generative media reshapes industries across a market projected to grow by hundreds of billions over the next decade, fal is becoming the ecosystem that ambitious teams build on.

You are a seasoned SRE who keeps production infrastructure running at scale. You own the reliability and availability of customer-facing systems — from Kubernetes clusters to deployment pipelines to the networking layer that connects it all. You think in SLOs, automate ruthlessly, and treat every incident as a chance to make the system better.

Key Responsibilities

• Own and operate our Kubernetes infrastructure: cluster lifecycle, upgrades, networking, and multi-tenant isolation for customer workloads

• Build and maintain CI/CD pipelines and deployment infrastructure

• Leverage AI to an extreme level to automate analysis and resolution of production issues, and improve software development speed, reliability and maintainability

• Build dashboards, alerting, and anomaly detection across our systems

• Define and enforce SLOs and build out incident response processes

• Manage and improve our networking, load balancing, and service mesh configurations

• Drive reliability improvements across the stack through automation, runbooks, and chaos engineering

Requirements

• 5+ years experience in managing critical production systems and software development workflows

• Strong production experience setting up and operating Kubernetes at scale, using infrastructure-as-code (Terraform, Ansible)

• Deep knowledge of Linux networking, container networking (CNI plugins, VXLAN, BGP), and DNS

• Experience building CI/CD systems and GitOps workflows (FluxCD, ArgoCD)

• Proficiency in Python and either Go or Bash for tooling and automation

• Strong experience with logging, monitoring and alerting (Prometheus, Grafana, Loki, Thanos, VictoriaMetrics, Datadog)

• Excellent communication and ability to drive technical decisions across teams

• Self-starter who executes quickly, takes ownership, and constantly seeks improvement

Nice to have

• Experience with managing GPU and AI/ML workloads

• Experience with kernel-based monitoring and routing (eBPF, XDP)

• Experience with security tooling (Falco, Coroot, SIEM)

• Experience with bare metal Kubernetes networking (Calico, Cilium, MetalLB)

• Experience with distributed storage systems (Ceph, Longhorn, etc.)

Location

• Turkey

What we offer at fal

• Interesting and challenging work

• A lot of learning and growth opportunities

• Regular team events and offsites