Founding Customer Engineer

About the role

Our customers are founders and GTM leaders who have handed us their pipeline. When something breaks, or a sequence doesn't behave the way they expected, or they need a field we don't support yet, they say so in a shared Slack channel — and how fast we turn that around is most of what determines whether they stay. As a Customer Engineer, that loop is yours.

You're the first responder in every customer channel and the person who actually fixes the thing. Not triage-and-hand-off: you reproduce it, find it, and ship the fix, or you write the one-off script that unblocks them today while the real fix gets specced. You'll sit on onboarding and check-in calls, so you hear the friction firsthand instead of through a ticket. You'll get customers to their first launched campaign and keep them sending. And you'll be the highest-signal input our product roadmap has, because you're the only person who sees every request, every workaround, and every place the product quietly confuses people.

Some companies call this a support engineer or a forward-deployed engineer. The distinction that matters to us: you have write access and you use it.

Responsibilities

• Own first response in customer Slack channels — reproduce, diagnose, and give a real answer, fast
• Ship fixes directly: bugs on live campaigns, data and enrichment issues, sequence and sender misconfigurations, backfills, one-off scripts
• Decide what's a same-day fix versus what needs a spec, and write the spec when it's the latter
• Join onboarding and weekly check-in calls; unblock customers live rather than taking notes
• Build the internal tooling that makes the next fix faster — admin views, replay and debugging tools, health checks that catch problems before the customer does
• Turn recurring friction into evidence-backed tickets so the product stops generating the same requests

Philosophy

• You don't file the bug, you fix it. A customer waiting on you is a thing you feel.
• You move fast without confusing fast for sloppy, and you know which of the two a given situation calls for.

Debugging range

• You're comfortable dropping into unfamiliar code and following a problem wherever it goes — frontend state, API, queue, third-party integration, someone else's rate limit.
• You're fluent in logs, traces, and production data.

Customer instinct

• You can tell the difference between what a customer asked for and what they actually need, and you can say so without being difficult about it.
• You write clearly under pressure, including when the answer is "this is broken, here's when it'll be fixed."

GTM context

• You've worked at a sales-adjacent company — an outbound tool, a CRM, a sales intelligence platform, a revenue-tech startup — or you've been the technical person at a startup who actually built and ran the outbound motion yourself.
• You should immediately understand why a "step 3 reply detection" bug or a "lead enrichment timeout" matters to a customer.
• If words like sequence, enrollment, ICP, intent signal, deliverability, and sender rotation don't make you glaze over, we want to talk.

Bonus points if you

• Have done forward-deployed, solutions, or support engineering at a technical product company — and have opinions about how to do it without becoming a ticket queue
• Have founded a company, been an early engineer at a YC-stage startup, or shipped a product 0→1
• Have built or worked at a GTM/sales/CRM/enrichment tool — Apollo, Outreach, Clay, Attio, HubSpot, Salesforce, Gong, Common Room, or anything in that orbit
• Are a power user of GTM tools yourself — you've actually run outbound, written sequences, and fought with deliverability
• Have built internal tooling or observability that other people ended up depending on

This is an in-person role at our SF office. We're early stage, which means working hard and moving quickly.