Customer Support Engineer

Responsibilities

• Own the support queue end to end — inbound technical product and account inquiries, resolved with speed, accuracy, and care.
• Do advanced troubleshooting: reproduce issues, review logs, and isolate whether something is a product bug, a configuration problem, or a workflow gap.
• Write reproducible bug reports Engineering can act on immediately, and follow them through to resolution and customer communication.
• Build the deepest product expertise on the CX team, and raise the bar on how well the product is understood internally and externally.
• Own and operationalize Pylon, our support platform: ticket routing, automation rules, segmentation, SLAs, macros, and escalation paths.
• Design support reporting and dashboards — volume, response and resolution times, deflection, issue categories, per-account health — and turn the data into recommendations leadership can act on.
• Build and maintain our knowledge base and internal runbooks.
• Prototype and ship AI-assisted support: automated triage and tagging, drafted responses, self-serve deflection, and internal agents that make the team faster.
• Turn support signal into product signal — spot trends across tickets and bring evidence-backed insight into product planning.
• Partner with Customer Operations on shared workflows, operating model, and documentation.

Qualifications

• 4–8+ years in technical support, support engineering, solutions, or another technical customer-facing role — ideally at a startup with a complex or technical product.
• Technical depth: you've reviewed internal logs and used SQL or similar data tooling to debug a customer issue and scope how far it spreads.
• Support tooling: hands-on experience configuring a support platform (Pylon, Zendesk, Intercom, Front, or similar) — automations, routing, segmentation — and building reporting on top of it.
• Communication: you can explain a technical problem clearly to a non-technical enterprise customer, and go deep on the details with an engineer.
• AI curiosity: genuine interest in AI-native tooling, backed by a track record of experimenting with it in your own workflow.
• Prioritization and independence: strong prioritization instincts under a heavy queue of inquiries and escalations, steady when things get urgent, and able to find structure in ambiguity without waiting for a defined process.
• Ownership: you take responsibility beyond your lane and want the range that comes with a small, fast-moving team.
• Based in the San Francisco Bay Area, able to work onsite from our SF office, with hours that overlap meaningfully with East Coast colleagues.

Nice to have