Support Engineer

What you'll do

• Be the primary owner of the support queue during SF hours, ensuring customers get timely, thoughtful responses, even when the answer isn't immediately clear.
• Be "customer zero" for the product: Represent the voice of real support teams. What works, what doesn't, and what's missing?
• Drive issues end-to-end: investigate, debug, coordinate with engineering, and follow through until resolution.
• Own clean, visible handover between EU and US timezones so nothing drops on the floor.
• Proactively flag risk early (backlogs building, customer frustration, L2 pressure, product bugs).
• Help define and evolve how we do support: ownership models, handover norms, escalation standards, documentation, and tooling.
• Improve our Help Center and self-serve experience to reduce repeat questions and scale quality.
• Partner closely with Product, Customer Success, and Engineering as a sounding board when scoping and designing features.

This is a great fit if you…

• Have experience as a Support Engineer in an early-stage or scaling B2B SaaS company.
• Are technically strong: you can read logs, write SQL, understand APIs, webhooks, and how systems work under the hood.
• Take initiative by default — you don't wait to be told what to own. You ask questions, you're curious, and you're constantly looking for opportunities to optimize your own work.
• Communicate clearly and proactively, especially when things are messy or high-pressure.
• Have strong opinions about support products and practices, and enjoy improving them.
• Are commercially minded and understand customer context (Tier, lifecycle stage, sentiment, impact).

This won't be the right role if you…

• Prefere to spend most of your day coding rather than working directly with customers.
• Need well-defined processes before you can operate confidently.
• Are uncomfortable making judgment calls and owning outcomes.
• Are looking for a people-management role right now.
• Expect the pace, perks, or structure of a large, established company.
• Aren’t interested in working in person or up for early mornings - this role is based in SF, and we work together in the office at least 3 days a week. We tend to start earlier in the day (7:30/8am or so).