{"schemaVersion":"jobsearcher.job.v1","id":"a0223ef19c2a685fd8d8f7e8","url":"https://jobsearcher.com/jobs/a0223ef19c2a685fd8d8f7e8","canonicalUrl":"https://jobsearcher.com/jobs/a0223ef19c2a685fd8d8f7e8","title":"Founding Support Engineer","description":"About LightfieldLightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks.We’re rethinking CRM from first principles. Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth. We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful.The market agrees. Over 5,000 companies have used Lightfield since we launched in November, making us the fastest-adopted product in our category. We are backed by Greylock, Lightspeed, and Coatue, and our founders previously built Tome, a generative AI presentation product used by over 25 million people. Before Lightfield, our team worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce.About The RoleWe've shipped a product founders love. Nearly 5,000 companies have signed up since our November launch. And our customers build inside Lightfield: writing skills, designing automations, wiring our workflows into how they operate. That changes what support has to be.Every support team in software wants the same thing: keep customers working as they scale, without adding a body for every cohort. Most can't get there. They bolt AI onto tools built for manual work, and the seams show.Lightfield starts from the other end. The product is the AI engine, the same one our customers use to run their own go-to-market. So we can build what almost no one can: a support function that's AI-native from the ground up, running on the product itself.We're hiring our first Support Engineer to build it.In the near term, you own everything technical that keeps customers working. You're in the queue every day resolving real issues, and you go deep in a customer's instance when something is genuinely complex. You partner with the CSM, who owns the relationship and the account, while you own resolution and the systems behind it:Health scoring that flags risk before a renewal slipsOnboarding that runs itselfA front-line agent that handles the first wave of questionsA knowledge base as the single source of truth, written for AI agents firstEvery issue you resolve teaches the system, so the next one is easier. You scale through systems, not headcount.Support is also the front edge of the customer experience. Done well, it's why customers stay and expand, which puts this role closer to revenue than a typical support seat.The bigger prize is the function itself. You define what AI-native support looks like in production. Get it right and it becomes the model Lightfield scales on.This is a founding individual-contributor role. You own the work yourself today, with a clear path to leading the function and its team as it grows. You report to the Head of Customer Success and work with engineering, product, and customers every day.What You'll DoOwn resolution, end to endOwn the inbound queue across Slack and email, including response time and resolution qualitySet and hold SLAs, triage, and define escalation criteriaResolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setupGo deep in a customer's instance when an issue is genuinely complexTurn recurring tickets into documentationBuild the system that scales itStand up the AI support agent and drive deflection upKeep the knowledge base ahead of the product, so the agent answers without youBuild internal tooling for what customers can't self-serve yet. Engineering absorbs it over time, so you build what's needed nowBuild the health score model around a north-star metric that predicts retention and expansionDrive activation and retentionDeploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequencesRun proactive rescues on at-risk accounts, alongside the CSMSurface expansion signals. With consumption pricing, this is a revenue functionDocument it and close the loopWrite the support playbook: SOPs, triggers, rules of engagementBuild the reporting leadership reads: retention, engagement, risk, expansionOwn the product feedback loop. You see what's breaking first, and engineering needs it from youWhat We're Looking ForThis role is hands-on. You live in the queue and build the systems that make it smaller. The best person for it wants both.A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consultingYou've carried real ticket volume yourself and can point to the hardest issues you resolved and howYou write scripts, hit APIs, and debug integrations without waiting on engineering, and can walk through something you built that wayYou've turned a recurring problem into automation or tooling that made the work lighter, and can show what changedYou've gone deep in a customer's environment to solve something complex, and can take us through itYou hold your own on a call with a technical founder, and you pick up new tools fastBonus: you've built on LLMs and AI agents, or owned support solo beforeBenefits & PerksCompetitive salaryMeaningful early equityHealth insurance (medical, dental, vision)3 weeks of PTO11 paid company holidays + we enjoy a winter holiday break3 months of paid family leaveWednesdays work from homeRegular team dinners, events, offsites, and retreats401k planOther perks include: commuter and lunch stipendCompensation Range: $175K - $195K","company":"Lightfield","rawCompany":"lightfield","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-27T07:48:19.683Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Founding Support Engineer","description":"About LightfieldLightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks.We’re rethinking CRM from first principles. Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth. We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful.The market agrees. Over 5,000 companies have used Lightfield since we launched in November, making us the fastest-adopted product in our category. We are backed by Greylock, Lightspeed, and Coatue, and our founders previously built Tome, a generative AI presentation product used by over 25 million people. Before Lightfield, our team worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce.About The RoleWe've shipped a product founders love. Nearly 5,000 companies have signed up since our November launch. And our customers build inside Lightfield: writing skills, designing automations, wiring our workflows into how they operate. That changes what support has to be.Every support team in software wants the same thing: keep customers working as they scale, without adding a body for every cohort. Most can't get there. They bolt AI onto tools built for manual work, and the seams show.Lightfield starts from the other end. The product is the AI engine, the same one our customers use to run their own go-to-market. So we can build what almost no one can: a support function that's AI-native from the ground up, running on the product itself.We're hiring our first Support Engineer to build it.In the near term, you own everything technical that keeps customers working. You're in the queue every day resolving real issues, and you go deep in a customer's instance when something is genuinely complex. You partner with the CSM, who owns the relationship and the account, while you own resolution and the systems behind it:Health scoring that flags risk before a renewal slipsOnboarding that runs itselfA front-line agent that handles the first wave of questionsA knowledge base as the single source of truth, written for AI agents firstEvery issue you resolve teaches the system, so the next one is easier. You scale through systems, not headcount.Support is also the front edge of the customer experience. Done well, it's why customers stay and expand, which puts this role closer to revenue than a typical support seat.The bigger prize is the function itself. You define what AI-native support looks like in production. Get it right and it becomes the model Lightfield scales on.This is a founding individual-contributor role. You own the work yourself today, with a clear path to leading the function and its team as it grows. You report to the Head of Customer Success and work with engineering, product, and customers every day.What You'll DoOwn resolution, end to endOwn the inbound queue across Slack and email, including response time and resolution qualitySet and hold SLAs, triage, and define escalation criteriaResolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setupGo deep in a customer's instance when an issue is genuinely complexTurn recurring tickets into documentationBuild the system that scales itStand up the AI support agent and drive deflection upKeep the knowledge base ahead of the product, so the agent answers without youBuild internal tooling for what customers can't self-serve yet. Engineering absorbs it over time, so you build what's needed nowBuild the health score model around a north-star metric that predicts retention and expansionDrive activation and retentionDeploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequencesRun proactive rescues on at-risk accounts, alongside the CSMSurface expansion signals. With consumption pricing, this is a revenue functionDocument it and close the loopWrite the support playbook: SOPs, triggers, rules of engagementBuild the reporting leadership reads: retention, engagement, risk, expansionOwn the product feedback loop. You see what's breaking first, and engineering needs it from youWhat We're Looking ForThis role is hands-on. You live in the queue and build the systems that make it smaller. The best person for it wants both.A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consultingYou've carried real ticket volume yourself and can point to the hardest issues you resolved and howYou write scripts, hit APIs, and debug integrations without waiting on engineering, and can walk through something you built that wayYou've turned a recurring problem into automation or tooling that made the work lighter, and can show what changedYou've gone deep in a customer's environment to solve something complex, and can take us through itYou hold your own on a call with a technical founder, and you pick up new tools fastBonus: you've built on LLMs and AI agents, or owned support solo beforeBenefits & PerksCompetitive salaryMeaningful early equityHealth insurance (medical, dental, vision)3 weeks of PTO11 paid company holidays + we enjoy a winter holiday break3 months of paid family leaveWednesdays work from homeRegular team dinners, events, offsites, and retreats401k planOther perks include: commuter and lunch stipendCompensation Range: $175K - $195K","datePosted":"2026-08-27T07:48:19.683Z","dateModified":"2026-08-27T07:48:19.683Z","hiringOrganization":{"@type":"Organization","name":"Lightfield","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a0223ef19c2a685fd8d8f7e8"},"url":"https://jobsearcher.com/jobs/a0223ef19c2a685fd8d8f7e8"}}