Software Engineer, Customer Experience
Summary
Build and automate support systems for Ollama’s open-source AI runtime, triage user issues, and ship fixes to improve developer experience across platforms.
Ollama is the most popular way for developers to access open models. What started as an open-source, local-first runtime is now the largest developer network in the open-model ecosystem: 8.9 million monthly active developers and over 67,000+ community-built integrations. We're backed by Y Combinator, Benchmark, 8VC, and Theory Ventures.
Our team is small and talent dense. We're flat, low-ego, and fast-moving. We like people who are truth-seeking, passionate, design-driven, and who enjoy shipping code.
About the role
You'll own the experience of the developers who rely on Ollama every day. You'll be the connective tissue between our users and the product: spotting patterns in where developers get stuck and turning them into fixes, better error messages, docs, and product improvements. You'll ship code to Ollama and its supporting systems, with the support queue as your lens on what matters most to users.
What you'll do
Build and automate Ollama's support systems
Own the support queue: triage, reproduce, and resolve issues from developers running Ollama across every platform and environment
Engage with Ollama's open-source community on GitHub and Discord — triaging issues, answering questions, and representing the team in public
Fix bugs in Ollama itself — you're an engineer, not an escalation layer
Design and build automation for our support systems: triage tooling, diagnostics, self-serve debugging, and internal dashboards
Identify patterns in user issues and communicate them clearly to product and engineering — be the voice of the customer inside Ollama
Work directly with users, from individual developers to large teams, to unblock them and make them successful
Improve docs, error messages, and diagnostics so the next user never hits the same problem
You may be a fit if
You're a software engineer who genuinely enjoys helping users — maybe you've done support engineering, developer experience, or you're the person on your team who answers questions and files the fix
You're hands-on — you can reproduce an unfamiliar environment, read a stack trace, run models, and debug a real setup
You are comfortable diving into a large open-source codebase (Go experience is a plus)
You'd rather build a system that eliminates a class of problems than close the same ticket twice
You communicate clearly and with empathy, and can simplify complex setups for developers
You're comfortable in ambiguity and move fast
Bonus: experience with model deployment, GPU/ML infrastructure, or developer tools