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About the Role

This hybrid customer-facing engineering role places you on the front line with customers, embedding you in technical details, and offering an opportunity to shape product evolution. You will resolve common issues, reproduce and scope unfamiliar problems, and engage Solutions Engineering when deeper expertise is required.

Responsibilities

• Own the support queue — triage, troubleshoot, resolve, and escalate with a clear owner and timeline at every stage
• Perform hands-on troubleshooting across the Limina product surface: HTTP API requests and payloads, entity-detection and redaction configuration, file processing, and container deployment in Docker and customer-managed Kubernetes environments
• Distinguish Limina product and configuration issues from problems in customer-owned applications, infrastructure, networks, or third-party systems — and communicate that boundary clearly to the customer
• Escalate suspected defects and complex deployment questions, with a clear summary of customer impact, reproduction steps, and what you've already ruled out
• Maintain runbooks, troubleshooting guides, and self-serve resources based on resolved cases; surface recurring patterns through the product feedback loop
• Define and improve the support processes, standards, and workflows that will scale with the business
• Keep customers informed throughout — no tickets that go dark, no resolutions that land without context

Requirements

• 2+ years in technical support, support engineering, implementation, or another hands-on technical customer role — ideally supporting an enterprise, developer-facing, or API-based product
• Working knowledge of HTTP APIs, including JSON request and response payloads, HTTP status codes, and common failure modes; comfortable reproducing requests using cURL, Postman, Python, or an equivalent tool
• Hands-on Docker experience: running images, mounting files, configuring ports and environment variables, inspecting container status and logs
• Comfort using a Linux command line and exposure to at least one cloud platform (AWS, Azure, or GCP)
• A disciplined troubleshooting approach and strong escalation judgment
• Clear communicator across technical and commercial audiences

Skills

• HTTP APIs
• JSON
• cURL
• Postman
• Python
• Docker
• Linux command line
• AWS
• Azure
• GCP
• Kubernetes concepts
• Helm
• EKS
• ECS
• AKS
• GKE

Experience Level

• 2+ years

About the Company

• Limina is the contextual data intelligence platform built for the AI era.
• Evolved from Private AI, the world's most accurate PII and PHI de-identification engine, Limina is expanding into a full platform play that governs sensitive data across the entire enterprise AI lifecycle: from classification and redaction through to agentic workflows, RAG pipelines, and real-time data security.
• Brands like RBC, Deepgram, and Boehringer Ingelheim already rely on our platform to build on, govern, and deploy AI against their most sensitive datasets.
• We've been recognized as a Gartner® Cool Vendor™ in Privacy and a World Economic Forum Technology Pioneer, and we’re backed by investors in Toronto, New York, Seattle, and San Francisco.