Remote job
Technical Customer Support Engineer
Job details
About this role
Role overview A technical customer support role focused on solving the most complex problems faced by high-value customers building applications on an AI app and website builder platform. The engineer will handle escalations, debug production issues, provide architecture guidance, and turn recurring issues into product improvements.
Responsibilities - Own the most technical support escalations and unblock users quickly. - Reproduce issues, inspect logs, isolate root causes, and propose fixes or workarounds. - Advise on app structure, data modeling, authentication, payments, performance, and deployment patterns. - Diagnose platform versus user issues, coordinate internally during incidents, and communicate status clearly. - Write high-signal documentation, runbooks, and troubleshooting guides. - Build automation to detect common failures, improve diagnostics, and reduce repeat tickets. - Surface product gaps, propose improvements, and help implement fixes.
Requirements - Strong TypeScript and modern web fundamentals including HTTP, APIs, authentication, and databases. - Proven ability to debug production issues using logs, traces, reproductions, and minimal test cases. - Systems thinking across scalability, reliability, performance, and security basics. - Excellent written communication for concise explanations and incident updates. - Experience in a customer-facing role such as sales, pre-sales, or customer support.
Nice to have - Experience supporting developers or working in a high-velocity product environment.
Benefits and work setup - Remote across North America, Western Europe, or Eastern Australia; in-office strongly preferred for candidates near the founding team location. - Healthcare, vision, and dental coverage. - Flexible vacation policy and freedom to use AI productivity tools. - Listed compensation of $80K–$175K USD plus equity, depending on seniority and location. - Potential to transition into software engineering, pre-sales, or post-sales engineering after 6–12 months.