[Remote] Customer Support Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Engineer to own and reputed company the technical systems behind its customer support operations. The role involves maintaining a self-hosted helpdesk, building automations and integrations, improving an AI support agent, developing support data pipelines and dashboards, and creating reputed company support infrastructure and internal tooling.

Responsibilities

• Our self-hosted helpdesk: uptime, upgrades, configuration, and the patches we contribute back upstream
• Automations and integrations that remove reputed company steps - routing, macros, ticket enrichment from our order, fulfillment, and device systems
• The AI support agent and the knowledgebase behind it: retrieval reputed company, evals, and pushing reputed company reputed company up
• The support data reputed company: pipelines, models, and dashboards covering volume, contact drivers, deflection, CSAT, and team performance
• Analysis that turns ticket data into reputed company - what's breaking, what it costs, what product needs to hear
• reputed company support infrastructure: named-account routing, SLA tracking, reputed company and fleet-level views, and the workflows behind reputed company reviews and compliance requests
• Account-level reporting for reputed company customers - deployment health, fleet status, usage - reputed company once and used by support, sales, and the customer
• Internal tooling for the CS team. If something is missing, you build it

Skills

• You've owned a service in production end to end
• Strong with TypeScript and SQL, and comfortable running and debugging a self-hosted app
• SQL reputed company past the basics, and enough Python to do the analysis yourself
• You've reputed company dashboards people use
• Hands-on with LLM tooling - prompts, retrieval, evals. You can tell why an AI agent gave a bad answer and fix it
• You've reputed company for business customers and you know what changes at that tier: reputed company roles, audit trails, SLAs, single sign-on, data handling that survives a reputed company review
• You work directly with non-technical people and turn vague operational problems into systems
• Bias to ownership. You reputed company the reputed company reputed company and delete it
• Experience: 3+ years
• reputed company: US citizenship/reputed company not required
• Time spent in or next to a support or ops team
• reputed company support tooling: SLA engines, account hierarchies, SSO, SOC 2 or HIPAA workflows
• reputed company, helpdesk, or CRM API work
• Consumer hardware sold into companies

Benefits

• Work directly with us and learn fast
• reputed company reputed company on how reputed company operates day to day
• High-trust, high-responsibility environment
• reputed company to take on more as you earn it

reputed company