Location: Remote in North America, PST or EST hours. We need real overlap with both coasts and with our customers.

THE ROLE

Most "support" roles end at "i filed a ticket for engineering." that's not this role. you take the ticket, reproduce it, find the bug, write the fix, get it reviewed, and ship it. when a customer is down at 2am pacific you are the one in the

slack channel, not waiting for an engineer to wake up. half the job is sales adjacent, talking to prospects who hit a sharp edge during evaluation, and converting "this looks broken" into "this is fixed and you should keep building."

WHAT YOU'LL DO?

- own the customer support queue end to end. triage, reproduce, fix, ship, close.

- write code daily. typescript and python. small fixes, integration tweaks, sdk patches, whatever the ticket needs.

- run the bridge between customers and engineering. file the right github issue, advocate for the right priority, and don't escalate things you can fix yourself.

- jump into pre sales conversations when a prospect hits a technical wall. unblock them in real time, then feed the friction back into product.

- write public docs and troubleshooting guides for the issues you keep seeing. every recurring ticket should turn into a doc that prevents the next one.

- own customer health for the accounts you support. if a customer goes quiet after a bad bug, you reach out.

- dogfood Composio to automate ticket triage, customer comms, and your own runbooks. (the product is very good, this is easier than you think.)

"MUST HAVES"

if you are very good, nothing is a must per-se

- core technical support or developer support

- you have done deeply technical support at a dev tools, infra, or api company

- you ship code that goes to production, not just internal tickets

- you can read a stack trace, a curl request, and a log line and triangulate the bug

- customer facing

- you can run a live debugging call with a senior engineer on the other side and keep their trust

- comfortable doing a mix of support, sales adjacent conversations, and customer success outreach

- ai native

- you have built with the language models

- you use llms to accelerate triage, repro, and writing fixes

- typist, you can write docs well and explain complex ideas clearly

- human, you build trust and admit what you don't know

- timezone, you are based in North America in PST or EST hours

OPTIONAL

- background as a backend or full stack engineer who pivoted into customer facing work, or vice versa

- prior on call rotation experience

- contributions to a major open source project

- you have started companies or built large side projects