Customer Support Engineer

What will you be doing?Own the inbound support queue end-to-end — set SLAs, triage tickets, and resolve technical issues (workflow debugging, API/integration problems, agent behavior) yourselfBuild and deploy an AI support agent to drive ticket deflection, and maintain a knowledge base written for AI agents firstDesign and implement onboarding automation, health scoring, and proactive at-risk account rescues to drive retention and expansionWrite the CS playbook from scratch — SOPs, escalation criteria, reporting — and close the product feedback loop with engineeringUse Claude Code / Codex and API/webhook integrations to build internal tooling that scales support without adding headcountKey Requirements4–5 years in a technical, customer-facing role (support engineering, solutions engineering, or CS Ops) — ideally at an early-stage B2B SaaS startupCan write scripts, hit APIs, and debug integrations independently — no engineering hand-holding neededHas owned a support function solo: set SLAs, reduced queue volume through tooling and documentation, not just ticket-answeringDemonstrated ability to build with AI tools (Claude Code, Codex, LLMs/AI agents) — this is a hard requirement, not a nice-to-haveBased in San Francisco and able to work in-office 4 days/week (Wednesday WFH)