Support Engineer

Responsibilities

• Responding to product and technical questions through our support platform (Plain)
• Resolving the majority of support inquiries independently, escalating to engineering only when necessary
• Debugging issues by inspecting customer setups, including GitHub repositories, MDX files, and internal deployment tools (Retool)
• Collaborating with our support lead to evolve processes and ensure consistency
• Helping improve internal support tooling and workflows as we scale
• Opening PRs to fix bugs or make improvements in real codebases

Requirements

• Proficiency with Git, GitHub, MDX/Markdown, and IDEs
• CS degree, bootcamp, or equivalent demonstrated through GitHub activity or shipped projects
• Some experience in a technical support or developer-facing role (entry level acceptable)
• Has directly owned a customer relationship or support queue
• Ability to diagnose technical issues independently without requiring engineering escalation for first-line diagnosis
• Exposure to AI tooling, automations, or LLM-based workflows (built something)
• Excellent written communication - friendly, precise, and professional
• Builder mindset: sees a manual process and wants to automate it

Benefits

• Competitive compensation and equity
• 20 days paid time off every year
• 401k or RRSP
• $420/mo. wellness stipend
• 100% coverage for Health, dental, vision
• Free Ubers to and from work
• Free lunch and dinners
• Annual team offsite