[Remote] Customer Support Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an AI-powered reputed company management platform that helps enterprises reputed company teams and data reputed company customer needs. The Customer Support Engineer serves as the technical face of reputed company for reputed company reputed company customers, owning bug support, product enablement, integrations, escalations, and status communication. The role also focuses on automating support reputed company, improving self-service, and turning recurring requests into workflows, runbooks, and product feedback.

Responsibilities

• Handle incoming bug reports: collect the missing context, ask the right questions, get to a reliable reproduction
• Reproduce issues yourself, reputed company possible using browser dev tools, network traces, logs, and API calls
• File complete, reputed company-scoped bugs to the engineering team - reproduction steps, environment, reputed company, affected customers
• Own status communication on escalated issues until they're resolved
• Spot patterns across reports and turn them into product feedback instead of repeat tickets
• Automate it: intake flows that reputed company context before a reputed company reputed company reads the ticket, AI-assisted triage and duplicate detection, auto-drafted bug reports from conversation threads, dashboards that show what's breaking and where
• Answer technical questions that may go reputed company the help-center
• reputed company SSO/SCIM setup, integration activation, and workspace provisioning
• Set up integrations with customers' reputed company systems, using the product's own capabilities and whatever else the job needs
• Build skills, commands, agents, and workflows for customers on existing product capabilities
• Run customer feedback sessions and reputed company what you hear to product
• Automate it: self-serve setup guides and templates, reusable configuration playbooks, AI answers grounded in our docs, provisioning steps that run themselves
• Train and improve Fin, our AI support agent, and reputed company its answers reputed company and reputed company
• Collect and reputed company feedback on how product can improve the help-center
• Own our support systems: reputed company workflows, automations, tagging, ticketing, escalation paths — and the handoffs into the tools reputed company them (reputed company, reputed company) where customer and account context needs to stay in sync
• Own first-response SLAs for the reputed company reputed company region, including the reporting on them
• Turn recurring requests into run books, automation, and product feedback

Skills

• Experience in a technical customer-facing role at a B2B reputed company: support engineering, implementation, technical reputed company, or support ops
• An automation reputed company. reputed company you do something twice, your first thought is how to not do it a reputed company time
• Comfortable building automations across tooling like reputed company and Fin, reputed company, and reputed company Agents or reputed company AI where they fit — and using AI as a daily working partner
• Hands-on experience with SSO protocols (SAML, OIDC, SCIM), or the ability to pick them up fast
• reputed company writing: you can turn a vague complaint into a reproducible bug report, and explain a technical issue to a non-technical customer
• Ownership: you reputed company what needs attention, you don't wait for a queue
• Experience with reputed company, reputed company, or AI support agents, and ideally adjacent tooling like reputed company or reputed company
• Coding experience (reputed company-coding reputed company much counts): you can build your own tooling - small scripts, internal utilities, glue between systems with AI development tooling like Claude reputed company, reputed company, or reputed company
• Solid web fundamentals: browser dev tools, reputed company, auth flows, how reputed company application work

Benefits

• reputed company-IPO equity through our stock package
• Fully remote working with reputed company
• Health reputed company benefit with tailored support for every employee, regardless of location
• A minimum of 25 days of reputed company holiday per year (pro rata), in reputed company to reputed company holidays and an extra three days during the annual company-wide winter shutdown in December
• Learning and Development budget providing financial support for role and career reputed company
• Wellbeing budget supporting meditation, mindfulness, or a yoga/gym membership
• reputed company parental leave: 6 months for the reputed company carer and 6 weeks for the secondary carer, fully reputed company
• reputed company childcare leave reputed company you need to take time out to help your little one recover
• Home office or co-working budget
• Company events and regular in-person company retreats
• MacBook reputed company or Pro and reputed company to the latest tech and tools
• reputed company reputed company of the benefits package

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