Customer Engineer

What You Will Do

• Serve as the primary point of contact for enterprise customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).
• Triage, debug, and resolve technical issues across the platform, owning first pass investigation and driving tickets to resolution within the internal ticketing system.
• Collaborate with internal teams, including our Forward Deployed Engineering and Engineering teams, to ensure timely issue resolution and incorporate developer feedback into product improvements.
• Build and maintain internal dashboards and workflows that support day to day admin tasks, automate manual processes, and provide visibility into customer health, support performance, and revenue.
• Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.
• Develop and update support resources such as FAQs, troubleshooting guides, and knowledge base articles alongside developer-focused documentation, sample code, and tutorials.
• Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.
• Build and grow the self serve developer community through hands-on engagement, community channels, and occasional events or workshops.
• Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.
• Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported.

About You

• 3+ years of experience in technical customer support or a similar role.
• Strong troubleshooting skills with a structured approach to solving technical problems.
• Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.
• Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.
• Proficiency in using support ticketing systems, such as Plain, Intercom, or Zendesk.
• Comfortable debugging production issues using tools like Datadog, including understanding customer impact and monitoring platform health.
• Able to write accurate and complete SQL queries.
• Experience working with Stripe or similar billing systems.
• Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.
• Basic JS experience, including operating in local or staging environments.
• Positive and empathetic approach to customer and developer interactions, ensuring a high level of satisfaction.

Bonus If You

• Have experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).
• Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).
• Have worked in a fast-paced SaaS environment, scaling support processes and adapting to growth.
• Have contributed to developer-focused documentation or technical training materials.
• Are skilled in analyzing support trends and using insights to enhance the customer experience, inform internal teams, and improve the developer journey.

Compensation & Perks

• Salary: $120k – $150k base + meaningful equity + benefits.
• Gorgeous office in Jackson Square, San Francisco (rooftop views & great coffee shops nearby).