Customer Support Engineer

About the Role

Rillet's support function is new and being built intentionally — and we're building it to scale through engineering, not just headcount. You'll join as one of our first Customer Support Engineers: a hybrid role that combines front-line customer problem-solving with the technical work of building the tools, automations, and AI-assisted workflows that make support fast, accurate, and scalable. On any given day you'll be resolving real customer issues and building the systems that resolve the next hundred.

You care about fast, accurate resolution, and you find both the support craft and the engineering behind it energizing. This is a role for someone who thinks beyond closing tickets one at a time. You see a repeated question and want to automate it away. You see a manual triage step and want to build a workflow for it. You want to compound your impact over time, not just keep pace with volume.

We're looking for teammates who value in-person collaboration and are within commutable distance of our San Francisco (preferred) or NYC offices (or willing to relocate). Team members are required to work in-office Tuesdays and Thursdays, plus one additional flexible in-office day. Certain roles may require additional in-office time based on function.

Responsibilities

• Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests — via omni-channel support, communicating clearly and professionally in async channels with a consistent, helpful tone.
• Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless, and flag gaps in playbooks and escalation protocols when you find them.
• Build AI-assisted workflows that automate manual support processes — ticket categorization, response drafting, knowledge retrieval, routing, and enrichment.
• Develop internal tools and integrations that scale support execution, connecting support tooling (e.g., Pylon, Linear), the product, and the data warehouse.
• Contribute to and continuously improve the internal knowledge base — documenting resolutions, product behavior, and edge cases, and turning repeated questions into scalable, structured content that both humans and AI agents can use.
• Tag and categorize tickets consistently to support data quality and AI agent optimization, and instrument support systems with observability so we can trust the data and catch issues early.
• Take support-infrastructure projects from 0→1 — prototype quickly, then harden the ones that work into durable systems rather than one-off scripts.
• Partner with leadership, Product, and Engineering to surface patterns in customer questions and translate them into product and process improvements.

Requirements

• 6 months to 3 years in a customer-facing or technical support role — support, success, support engineering, or similar — ideally with exposure to building tools or automations.
• Customer-first orientation — you care about the experience on the other end of every response, not just whether the ticket is technically resolved.
• Technically capable and systems-oriented — comfortable scripting, building integrations, and working with APIs, data pipelines, or AI/LLM-powered workflows to remove manual work.
• Strong written communicator in async channels — crisp, clear, and professional.
• Fast learner who can absorb product complexity quickly; Rillet ships fast and support needs to keep pace.
• Strong triage instinct — you can quickly assess whether an issue needs investigation, escalation, or just a clear answer, and move it to the right place without losing the thread.
• Pattern recognition and documentation instinct — you naturally turn repeated questions into scalable knowledge base content and automation.
• Ability to translate vague problems into concrete technical solutions, with a bias toward ownership, autonomy, and fast iteration.
• High attention to detail in a fast-moving environment.

Nice to Have

• Experience building or integrating AI/LLM-powered workflows in production.
• Familiarity with accounting concepts or finance workflows, or previous experience with an accounting-adjacent product (not required).
• Experience with Pylon, Linear, or similar CS/support tooling.
• Experience at early-stage or fast-scaling startups.

Benefits

• Competitive pay and equity so you share in our success.
• Top-tier health and dental insurance, with premiums partially or fully covered for you, plus 90% coverage for dependents.
• Flexible PTO and 9 company-wide holidays.
• Team offsites in incredible locations (e.g., New York, San Francisco, Toronto, Italy, France).

Schedule

Team members are required to work in-office Tuesdays and Thursdays, plus one additional flexible in-office day. Certain roles may require additional in-office time based on function.