# Customer Support Engineer

**Company:** [Rillet](https://hotfix.jobs/companies/rillet)
**Location:** New York, NY, San Francisco, CA
**Role:** Support Engineering
**Experience:** 1+ years
**Skills:** AI Workflows, APIs, Data Pipelines, Scripting, Integrations, LLMs, pylon, Linear, knowledge base
**Posted:** 2026-07-23

> Build and scale technical customer support for an AI-native ERP platform. Resolve tickets, triage bugs, develop AI-assisted automations and internal tooling, improve knowledge bases, and drive product improvements from customer patterns. Requires 6mo-3yrs technical support experience, scripting/API skills, and systems thinking.

## Job Description

## 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.

## Similar roles

- [SOC Support Specialist - Pacific or Mountain Time Zone, Weekend Shift](https://hotfix.jobs/jobs/3f0cea31-ea5f-4cb7-9df9-85d84ffbf1d6) - Huntress - Remote - $50k – $65k/yr
- [Technical Support Specialist](https://hotfix.jobs/jobs/ce6d1ff9-1dde-4faf-b057-db8cbb203fa2) - tastytrade - Chicago, IL - $55k – $65k/yr
- [Software Support Specialist](https://hotfix.jobs/jobs/1a13cddf-0278-42ce-b2c1-b5b350a003c8) - Storable - Remote - $40k – $55k/yr
- [Technical Support Specialist](https://hotfix.jobs/jobs/fee5cadd-fd90-40aa-9cd4-95bbd6fe4a99) - Greenhouse - Remote - $56k – $64k/yr
- [Benefits Operations Associate, Carrier Connections](https://hotfix.jobs/jobs/ec7ef04d-f387-4e2c-a97a-31d59753a14f) - Rippling - Remote - $42k – $67k/yr

**Apply:** https://hotfix.jobs/jobs/ee4e26eb-9dd9-4929-ba76-f555de203360
**Canonical:** https://hotfix.jobs/jobs/ee4e26eb-9dd9-4929-ba76-f555de203360