The opportunity
As one of our Support Engineers, you'll be a clear owner of support during SF hours and a key member of a growing support function . You'll combine technical depth, strong judgment, and proactive communication to ensure customers, and the rest of the company, always feel support is under control.
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.
What they're looking for
- 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.
