We're seeking a strategic Support Engineer to revolutionize our support operations through AI-driven systems while delivering exceptional customer experiences. As the critical link between our customers and product teams, you'll transform customer feedback into valuable product insights while building scalable support infrastructure.

This role is perfect for an innovative problem-solver who thrives in fast-paced environments and is passionate about leveraging cutting-edge technology to enhance customer satisfaction.

What you'll do

• Manage all customer interactions, ensuring timely, high-quality resolutions to both technical and non-technical issues

• Design and implement scalable support systems that improve efficiency without compromising quality

• Create and optimize self-service resources to empower customers and reduce repetitive inquiries

• Identify patterns in customer challenges and translate them into actionable product improvements

• Work closely with engineering teams to validate, triage, and resolve product issues

• Data-Driven Insights: Analyze customer feedback to provide strategic recommendations for product and service enhancements

• Leverage AI streamline ticketing, workflows, and customer interactions

• Manage and integrate customer success platforms (Intercom, Front, HubSpot) to maximize communication effectiveness

• Design intelligent workflows that enhance efficiency while maintaining a human-centered approach

You need these qualifications

• 5+ years in customer support or customer-facing roles, with proven success building support operations from the ground up

• Background in B2B SaaS, legal tech, or startup environments

• Experience implementing and optimizing AI chatbots for customer support

• Demonstrated expertise with support platforms including Intercom, Front, and HubSpot

• Proficiency with Linear and Slack for engineering team communication and issue triage

• Track record of building scalable systems that reduce manual effort while improving satisfaction metrics

• Exceptional written communication skills—able to translate complex technical issues into clear, actionable guidance

• Strong testing abilities to validate and document customer-reported issues before engineering handoff

• Data-driven mindset with experience analyzing customer feedback to drive measurable improvements

• Proven success in cross-functional environments, particularly with sales and product teams

• Demonstrated ability to implement AI and automation solutions in customer-facing contexts

It would be nice if you had:

• Working knowledge of APIs and integration capabilities for custom support workflows

• Proficiency with analytics tools for extracting meaningful customer insights

The Mindset

• Problem Solver: You come alive tackling complex challenges without obvious solutions

• Ownership-Driven: You take initiative without needing direction and focus on outcomes

• Continuous Learner: Your curiosity drives you to constantly level up your engineering skills

• Startup DNA: You thrive in fast-paced environments where responsibilities evolve