Technical Customer Support Engineer, North America

Role overview A Technical Customer Support Engineer role focused on helping non-technical customers build and scale applications on an AI-agent platform. The position blends hands-on customer troubleshooting with platform improvement work, ensuring that each fix is fed back into the underlying system so the same issue never recurs. The engineer will operate on North American business hours and act as a key technical point of contact for the user base.

Responsibilities - Debug and resolve customer application issues, including bug fixes, architecture guidance, and integration support - Translate every customer fix into improvements to the core platform or AI agent to prevent recurrence - Maintain both public and internal knowledge base documentation, including known-issue tracking - Build automations that scale support throughput, with a stated target of handling hundreds of cases per day - Serve as first responder for platform incidents during working hours, including public status updates and direct customer communication

Requirements - Strong background in TypeScript and React - Solid grasp of modern web app fundamentals, including HTTP, APIs, authentication, and databases - Demonstrated ability to debug production systems using logs, traces, reproductions, and minimal test cases - Systems and architecture mindset covering scalability, reliability, performance, and security basics - Excellent written communication that adapts clarity and detail to different audiences - Prior experience in a customer-facing technical role such as support, pre-sales, or sales engineering - Track record of closing roughly 50 or more support tickets per day

Nice to have - Familiarity with the broader platform stack: Postgres, Redis, ClickHouse, Tailwind, infrastructure-as-code tools such as CDK or Terraform, Docker, OpenTelemetry, Hono, Drizzle ORM, and Temporal - Hands-on exposure to multiple cloud providers and large language model APIs

Benefits and work setup - Compensation range of $75,000 to $150,000 plus equity, with specifics varying by seniority and location - Unlimited AI token budget for personal and professional experimentation - Take-what-you-need vacation policy - Health, vision, and dental coverage - Daily in-office lunches, dinners, and snacks - Strong preference for on-site collaboration, with remote considered for candidates willing to align with U.S. time zones and travel to the office regularly - Potential to transition into a full-time software engineering, pre-sales, or post-sales engineering role after roughly six to twelve months