Customer Support Engineer

What You'll Do

• Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests — via omni-channel support, communicating clearly and professionally in async channels with a consistent, helpful tone.
• Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless, and flag gaps in playbooks and escalation protocols when you find them.
• Build AI-assisted workflows that automate manual support processes — ticket categorization, response drafting, knowledge retrieval, routing, and enrichment.
• Develop internal tools and integrations that scale support execution, connecting support tooling (e.g., Pylon, Linear), the product, and the data warehouse.
• Contribute to and continuously improve the internal knowledge base — documenting resolutions, product behavior, and edge cases, and turning repeated questions into scalable, structured content that both humans and AI agents can use.
• Tag and categorize tickets consistently to support data quality and AI agent optimization, and instrument support systems with observability so we can trust the data and catch issues early.
• Take support-infrastructure projects from 0→1 — prototype quickly, then harden the ones that work into durable systems rather than one-off scripts.
• Partner with leadership, Product, and Engineering to surface patterns in customer questions and translate them into product and process improvements.

Who You Are

• 6 months to 3 years in a customer-facing or technical support role — support, success, support engineering, or similar — ideally with exposure to building tools or automations.
• Customer-first orientation — you care about the experience on the other end of every response, not just whether the ticket is technically resolved.
• Technically capable and systems-oriented — comfortable scripting, building integrations, and working with APIs, data pipelines, or AI/LLM-powered workflows to remove manual work.
• Strong written communicator in async channels — crisp, clear, and professional.
• Fast learner who can absorb product complexity quickly; Rillet ships fast and support needs to keep pace.
• Strong triage instinct — you can quickly assess whether an issue needs investigation, escalation, or just a clear answer, and move it to the right place without losing the thread.
• Pattern recognition and documentation instinct — you naturally turn repeated questions into scalable knowledge base content and automation.
• Ability to translate vague problems into concrete technical solutions, with a bias toward ownership, autonomy, and fast iteration.
• High attention to detail in a fast-moving environment.

Nice to Have

• Experience building or integrating AI/LLM-powered workflows in production.
• Familiarity with accounting concepts or finance workflows, or previous experience with an accounting-adjacent product (not required).
• Experience with Pylon, Linear, or similar CS/support tooling.
• Experience at early-stage or fast-scaling startups.