Support Engineer at Arist (S20) $140K - $160K • 0.10% - 0.50% Deliver effective learning at scale US / Remote (US) Full-time Will sponsor 3+ years About Arist Backed by Y Combinator, Acadian Ventures, and Soma Capital, Arist is a text message learning platform helping Fortune 500 companies and large organizations — including DuPont, GE, and the State of California — create, deploy, and assess text message courses. Our long-term vision is to deliver critical knowledge and training to anyone in the world, regardless of traditional learning barriers, one text message at a time. What's a text message course? A series of texts, images/GIFs, and interactive exercises/questions delivered over 5 to 30 days via SMS or WhatsApp. Backed by research from Stanford and Harvard, text message courses see ~10x the completion and satisfaction rates of other learning mediums. In fact, we view text message courses as a brand-new content medium, with a variety of impactful use cases ranging from preventing misinformation to COVID-19 training in refugee camps to DEI training for startups. Why text messages? A majority of the world's population — including frontline employees, distributed teams, and remote audiences — has access to SMS and WhatsApp. Meanwhile, internet access is limited globally, making video courses inaccessible to over 3 billion people, including 30 million Americans. As well, it can also take months to build a traditional workshop or video course, while text message courses can be built and deployed in a day — by one person — ensuring frictionless transfer of knowledge. Writers have to get to the point, so learners get the most valuable insights, concepts, and case studies. The best part? 95% of people read a text within 3 minutes. As a result, we help create and deliver content employees love in a way that they will actually read and engage with. Don't take our word for it — try a text message course about text message courses here. About the role 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. Technology Arist runs scalable agentic AI services that integrate both private (Bedrock-hosted Claude, Mistral, Llama) and public (OpenAI, Perplexity) LLMs that drive workflows in a core Ruby on Rails/Vue.js product with real-time messaging and event-driven processing on cloud-native AWS infrastructure.