Support Lead

What You’ll Do

• Solve hard problems: Debug customer-reported issues across integrations, APIs, and our AR/AI platform — reading code and logs.
• Build the function: Create tooling, runbooks, and escalation paths using AI tools to help support scale.
• Partner tightly with Engineering and Product: Act as connective tissue between customer pain and the roadmap, routing feedback with context and evidence.
• Own the customer relationship in the moment: Stay calm, clear, and focused on unblocking customers quickly.
• Grow the function: Define what a larger support org looks like — process, tooling, and eventually, team.

About You

• Calm under pressure and communicate clearly, even when things are on fire.
• Default to building tools, docs, and process rather than repeating manual work.
• Genuinely curious about how the product works; comfortable digging in to learn it deeply.
• See support as a place to build real influence within Engineering.

What You’ll Bring

• 5+ years of experience in a customer support, support operations, or technical support role.
• Comfort learning a technical product deeply enough to troubleshoot issues, reproduce them clearly, and know when and how to escalate.
• Experience building support tooling, documentation, or process from scratch.
• Strong written and verbal communication skills, especially under pressure.

Benefits

• Competitive Salary and Equity
• Comprehensive Medical, Vision, and Dental care
• Flexible PTO Policy
• Lunch and Dinner Service
• Wellness Benefit
• Maven Family Planning Benefits
• Partnership with Care.com
• Mental Health Services
• 401(k) Retirement Plan
• Pre-Tax Commuter Benefit for Parking & Public Transit
• Company-wide Retreats