Customer Support Engineer

Responsibilities

• Own the support queue end to end, resolving inbound technical product and account inquiries with speed, accuracy, and care.
• Perform advanced troubleshooting by reproducing issues, reviewing logs, and isolating product bugs, configuration problems, and workflow gaps.
• Write reproducible bug reports for Engineering and follow issues through resolution and customer communication.
• Build deep product expertise and improve internal and external product understanding.
• Configure and operationalize Pylon, including ticket routing, automation rules, segmentation, SLAs, macros, and escalation paths.
• Design support reporting and dashboards covering volume, response and resolution times, deflection, issue categories, and account health.
• Build and maintain the knowledge base and internal runbooks.
• Prototype and ship AI-assisted support capabilities, including automated triage and tagging, drafted responses, self-service deflection, and internal agents.
• Turn support trends into evidence-backed product insights.
• Partner with Customer Operations on shared workflows, operating models, and documentation.

Requirements

• 4–8+ years of experience in technical support, support engineering, solutions, or another technical customer-facing role.
• Experience working with complex or technical products, ideally at a startup.
• Experience reviewing internal logs and using SQL or similar data tooling to debug customer issues and assess their scope.
• Hands-on experience configuring a support platform such as Pylon, Zendesk, Intercom, or Front, including automations, routing, segmentation, and reporting.
• Ability to explain technical problems clearly to enterprise customers and discuss technical details with engineers.
• Genuine interest in AI-native tooling and experience experimenting with it in daily workflows.
• Strong prioritization and independence when managing a heavy queue and urgent escalations.
• Ownership mindset and comfort working in a small, fast-moving team.
• Based in the San Francisco Bay Area and able to work onsite from the San Francisco office, with meaningful overlap with East Coast colleagues.

Nice to Have

• Experience as an early or founding support hire and developing processes at scale.
• Experience supporting enterprise customers.
• Familiarity with user research, research operations, or participant recruitment workflows.
• Interest in testing and tinkering with newly launched and in-development features.