Remote job
Founding Support Engineer
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About this role
Role overview Build a technical support function for a software product used in computer-aided manufacturing. As the founding support hire, you will establish the processes, tools, and customer communication practices that connect users with sales, product, and engineering teams. The role combines hands-on enterprise support with designing an AI-assisted model for broader customer needs.
Responsibilities - Set up support operations, including service targets by customer tier, issue triage, escalation routes, on-call coordination, workflows, and playbooks. - Handle enterprise support through dedicated channels, managing prioritization, escalations, and customer updates. - Design an AI-assisted support model for mid-market customers, with automated diagnosis, self-service, and human escalation within 24 hours. - Support customers who install and run the product themselves, including troubleshooting installation and environment problems. - Identify recurring problems, coordinate root-cause fixes with product and engineering, and share customer insights that can inform the roadmap. - Select and implement support systems such as ticketing, customer relationship management, knowledge base, and service-level tracking tools.
Requirements - At least five years of technical support experience in B2B software, including support leadership; experience serving customers across regions is preferred. - Experience creating support operations from the ground up, including workflows, service targets, escalation guides, knowledge bases, and dashboards. - Strong technical troubleshooting skills with complex software, with the ability to investigate issues independently and work closely with engineering. - Hands-on experience choosing and implementing support tools. - Familiarity with CAD/CAM, manufacturing, or engineering software environments.
Nice to have - An engineering background or practical experience with AI or machine-learning products.
Benefits and work setup - Full-time, remote role based in the United States.