Technical Support Engineer, Graphite

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.Graphite is now part of Cursor, where we're working to collapse the distance between where code is written and where it's reviewed. This role will initially focus on supporting Graphite as part of the broader Cursor Technical Support team, with deeper integration over time.The RoleFirst-line support: Triage and resolve customer tickets from Slack channels, in-app feedback, and support emailsTechnical debugging: Investigate customer issues using tools like Datadog, Pylon, Linear, and our in-house dashboardsKnowledge building: Create and maintain internal troubleshooting guides and external documentationCross-functional collaboration: Work with engineering to escalate bugs, with sales on enterprise customer issues, and with product on feature requestsProcess improvement: Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docsWho You AreSupport background: Previous experience doing technical support for software engineers or developer toolsPattern matching ability: Can quickly identify whether an issue is user error, a bug, or a configuration problemNon-structured learner: Self-directed, curious, and willing to dig into unfamiliar technical conceptsCommunication skills: Can explain complex technical concepts clearly to both technical and non-technical audiencesNice to HavesComfortable with Git concepts (rebasing, merge conflicts, branch management) and ideally have used it professionallyExperience creating knowledge bases or documentation systemsBuilt or customized support tooling (not just used off-the-shelf solutions like Zendesk)Familiarity with GitHub as a power user (settings, branch protection rules, webhooks)Experience with developer tools, CI/CD systems, or DevOps workflows