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ashby

Customer Support Engineer

Rox
San Francisco, USA
Full-time
Junior · 2+ years experience
Onsite
Discovered 2 weeks ago
sql

Full Job Posting

YOUR ROLE

  • As a Customer Support Engineer at Rox, you'll own how customers get unblocked when something breaks or is unclear in the product. You'll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency.
  • This is a technical, customer-facing role. You'll work tickets and escalations across integrations, workflows, agents, and core platform behavior. You'll partner with Growth Strategists, FDEs, CSMs, and Engineering so severe issues move fast, and recurring issues become docs, tooling, or product fixes rather than the same answer forever.
  • If you like debugging under pressure and raising the bar for how a support function operates at a fast-moving AI company, we'd love to talk.
  • Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication
  • Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues
  • Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration
  • Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build
  • Write and maintain public and internal docs so customers and teammates can self-serve the common paths
  • Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering
  • Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows
  • Represent Rox with calm, precision, and ownership in every customer touchpoint

QUALIFICATIONS

  • 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS
  • Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations
  • Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences
  • Clear written communication: customers should leave every thread knowing status, next step, and owner
  • Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plus
  • Familiarity with SQL or a scripting language for investigating customer data issues is a plus
  • Bias toward documentation and automation over repeating the same manual fix
  • Comfort operating in a fast-moving, early-stage environment where process is still being built
  • Be located in or willing to relocate to San Francisco

Preferred Qualifications

  • Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plus
  • Familiarity with SQL or a scripting language for investigating customer data issues is a plus

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