# Customer Support Engineer

**Company:** [Outset](https://hotfix.jobs/companies/outset)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $160k – $185k/yr
**Experience:** 5+ years
**Skills:** SQL, pylon, Zendesk, Intercom, front, support automation, ticket routing, log analysis, dashboard reporting, AI Tools
**Posted:** 2026-08-11

> Own technical customer support by troubleshooting product and account issues, writing actionable bug reports, and partnering with Engineering and Product. The role also builds scalable support systems, reporting, knowledge resources, and AI-assisted workflows for enterprise customers.

## Job Description

## 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.

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