You\'ll sit between our customers and our product. Day to day, that means owning a live queue of inbound product and account issues, digging into and resolving questions, and collaborating closely with engineering, product, and design. The other half of the job is building: designing the systems, automations, reporting, and training content that will help our team scale our support for customers.
You\'ll partner closely with our NYC-based Product Support Associate, and work alongside Customer Operations, Product, and Engineering. This is a role for someone who is technically capable, AI-native, and excited to dig in with high ownership to define what an AI-native support function actually looks like.
Responsibilities- Own the support queue end to end - inbound technical product and account inquiries, resolved with speed, accuracy, and care.
- Do advanced troubleshooting: reproduce issues, review logs, and isolate whether something is a product bug, a configuration problem, or a workflow gap.
- Write reproducible bug reports Engineering can act on immediately, and follow them through to resolution and customer communication.
- Build the deepest product expertise on the CX team, and raise the bar on how well the product is understood internally and externally.
- Own and operationalize Pylon, our support platform: ticket routing, automation rules, segmentation, SLAs, macros, and escalation paths.
- Design support reporting and dashboards - volume, response and resolution times, deflection, issue categories, per-account health - and turn the data into recommendations leadership can act on.
- Build and maintain our knowledge base and internal runbooks.
- Prototype and ship AI-assisted support: automated triage and tagging, drafted responses, self-serve deflection, and internal agents that make the team faster.
- Turn support signal into product signal - spot trends across tickets and bring evidence-backed insight into product planning.
- Partner with Customer Operations on shared workflows, operating model, and documentation.
Qualifications- 4-8+ years in technical support, support engineering, solutions, or another technical customer-facing role - ideally at a startup with a complex or technical product.
- Technical depth: you\'ve reviewed internal logs and used SQL or similar data tooling to debug a customer issue and scope how far it spreads.
- Support tooling: hands-on experience configuring a support platform (Pylon, Zendesk, Intercom, Front, or similar) - automations, routing, segmentation - and building reporting on top of it.
- Communication: you can explain a technical problem clearly to a non-technical enterprise customer, and go deep on the details with an engineer.
- AI curiosity: genuine interest in AI-native tooling, backed by a track record of experimenting with it in your own workflow.
- Prioritization and independence: strong prioritization instincts under a heavy queue of inquiries and escalations, steady when things get urgent, and able to find structure in ambiguity without waiting for a defined process.
- Ownership: you take responsibility beyond your lane and want the range that comes with a small, fast-moving team.
- Based in the San Francisco Bay Area, able to work onsite from our SF office, with hours that overlap meaningfully with East Coast colleagues.
Nice to have- Experience being an early or founding support hire and developing process at scale.
- Experience supporting enterprise customers.
- Familiarity with user research, research ops, or participant recruitment workflows.
- Interest in testing and tinkering with newly-launched and in-development features.
