Technical Support Engineer

The Company OctaiPipe is a young, ambitious company with the vision to be the global driving force for the next paradigm of foundational, physical AI that ensures our connected world, and its critical infrastructure, is safe, secure and sustainable. We are growing fast, having closed a recent funding round and looking to accelerate rapidly. OctaiPipe is offering the right candidate an exciting role on this adventure! OctaiPipe is on a mission to revolutionise the optimisation of energy in data centres through decentralised artificial intelligence (AI). To do this, OctaiPipe is harnessing an elegant but revolutionary idea: rather than move the data from the source, move the algorithms to the data to learn at the data source. This learning can be achieved with the intelligence of many devices through novel federated AI technology. OctaiPipe is developing the AI for Cooling Efficiency (ACE) application to be deployed using its own in-house distributed AI platform. If you're excited by the challenge of keeping complex AI systems running reliably in real-world environments, enjoy investigating technical problems, and want your work to have a measurable impact on energy efficiency and sustainability, we'd love to hear from you! The Role OctaiPipe's ACE platform delivers AI-driven optimisation of data centre cooling systems, integrating with customer BMS, DCIM and power infrastructure to reduce energy consumption while maintaining strict operational constraints. Once a customer has completed a successful pilot, the Customer Success team is responsible for ensuring deployments continue to deliver value, remain technically healthy, and support long-term customer retention and expansion. We are hiring a Technical Support Engineer to own the technical health of all active customer deployments. Reporting to the Head of Customer Success , you will proactively monitor live systems, investigate anomalies, resolve technical issues, and ensure every deployment remains within agreed KPIs for energy savings, uptime and SLA compliance. This role sits within the Customer Success team and underpins OctaiPipe's ability to retain and grow customer deployments. Working closely with Engineering and Data Science teams, you will use internal monitoring and diagnostic tools to identify issues before customers notice them, support customer reporting, monthly reviews and quarterly business reviews (QBRs), and provide confidence that deployments are consistently delivering value. This is not a traditional support or ticket-routing role. ACE optimises live cooling infrastructure in operational data centres , meaning the systems you support directly impact energy efficiency, operational continuity and customer trust. You will be responsible for ensuring deployments remain stable, explainable and consistently deliver value for customers. Duties and Responsibilities Monitoring & Performance Monitor live customer deployments using OctaiPipe's internal tooling, tracking energy savings, uptime, SLA compliance and system behaviour . Proactively identify and investigate issues before they impact customer outcomes or are reported by customers. Investigate KPI deviations and validate telemetry quality using logs, metrics and operational data. Support customer reporting, monthly reviews and quarterly business reviews with accurate technical insights and deployment summaries. Maintain awareness of deployment-specific activities such as maintenance windows, site changes and operational constraints. Investigation & Issue Resolution Act as the primary technical contact for deployment-related issues raised by customers or identified internally. Diagnose issues spanning telemetry ingestion, system integrations, optimisation outputs, connectivity and software deployments. Resolve issues directly where possible or escalate to Engineering and Data Science teams with clear diagnostic evidence and structured recommendations. Produce concise technical summaries that explain system behaviour to both internal teams and customers. Continuous Improvement Perform root cause analysis on incidents and recurring issues. Identify opportunities to improve reliability, monitoring and deployment processes. Build and maintain runbooks, diagnostic guides and knowledge base documentation. Contribute feedback on model performance and retraining opportunities identified across customer deployments. Support deployment expansion activities where appropriate , including configuration of internal tooling. Your Profile Essential 2–5 years' experience in technical support, operations or engineering roles within complex technical environments. Experience supporting software deployed into customer environments, industrial settings or other operational environments where systems interact with physical assets. Strong troubleshooting and problem-solving skills across interconnected systems. Comfortable analysing logs, metrics and time-series data to identify root causes. Familiarity with structured data formats and scripting tools such as SQL, JSON, Python or spreadsheets. Comfortable operating autonomously in a fast-moving startup environment and making sensible decisions about when to escalate issues. Excellent written communication skills and confidence interacting with customers through email and messaging platforms. Familiarity with Jira, Confluence and Microsoft Teams. Nice to Have Exposure to industrial, manufacturing, energy or other critical infrastructure environments. Understanding of thermodynamics, HVAC, cooling systems or building controls. Experience working with BMS, DCIM or data centre environments. Familiarity with Linux, Docker, cloud infrastructure or observability tooling. Understanding of AI or machine learning systems in operational contexts. Why Join OctaiPipe Work on real-world sustainability impact at global scale Influence how AI is responsibly applied to critical infrastructure Join a well-funded, rapidly growing scale-up with ambitious goals Collaborate with experts across AI, infrastructure, and operations Shape a product that can materially reduce energy use and carbon emissions worldwide The above statements are not intended to encompass all functions and qualifications of the position; rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this description.