[Hiring] Support Engineer @Onboarded

Role Description

Support Engineers keep our customers running. You're on the front line of the queue: you triage, diagnose, and resolve the day-to-day issues that come in from our direct customers and from the partner support teams behind our ecosystems. When you're on top of the queue, the rest of Solutions can stay focused on getting new customers live.

Some accounts will have you as their dedicated support engineer: the named person who knows their setup, their history, and their people, and the first one they reach when something breaks.

This is an operations role. Your scoreboard is response and resolution time against our SLAs, CSAT, the share of tickets an agent handles first, and how few issues come back. Expect about 80% of your week to be reactive and 20% building: articles, Academy content, automations, and agents that make the next ticket easier.

Our support is AI-first. Agents take the first pass on every ticket and hand off when they aren't confident. You handle what they can't, and you make them better every week.

This role is built for growth. Many of the people on our team started close to the customer and grew into Solutions Engineering, and we expect the right person here to do the same.

What You'll Do

• Own the queue.
• Work tickets by urgency, worker and customer impact, contractual SLA, and engagement tier.
• Diagnose and resolve technical issues.
• Be the named support contact for your accounts.
• Run compliance operations.
• Back our partners' support teams.
• Take the reactive work off implementations.
• Put AI to work on the queue.
• Turn repeat tickets into fixes.

Qualifications

• A track record you can prove.
• Excellent at handling tickets.
• You've built something real with AI.
• A growth mindset you can show.
• A capacity for leadership.
• Coachable and flexible.
• Technical curiosity.
• A clear communicator.
• HR operations or compliance exposure is a plus.

Requirements

• This role is not pre-sales, account management, or sales.
• You won't carry a quota, run renewals, or chase upsells.
• You won't own new customer implementations.
• It's for people who like solving problems fast.
• Want to build the AI that solves them faster.
• Want to grow into bigger technical work from here.

Benefits

• Competitive salary and equity in a fast-growing startup.
• Health, dental, vision, and retirement benefits.
• Remote-first culture with optional in-person collaboration.