Role Overview

We are seeking a highly motivated Product Support Engineer to build and own our support function from the ground up. You will be the first dedicated hire focused on post-deployment support, responsible for responding to technical product queries, managing support processes, and ensuring a high-quality customer experience. You will work closely with our Solutions Engineering, Technical Account Management, and Customer Success teams, and report directly to the Head of Customer Success.

Key Responsibilities

• Own the support function: you will be responsible for answering customer queries across Slack, email, and ticketing channels, ensuring that we meet our support SLAs and maintain high satisfaction levels.

• Triage and resolve technical issues: you will troubleshoot issues related to product configuration, API integrations, authentication flows, and more, escalating to SEs or Engineering when needed.

• Document and scale: you will maintain and grow our internal and external knowledge bases, and turn frequently asked questions into clear, reusable documentation and processes.

• Partner with implementation teams: you will work alongside Technical Account Managers during onboarding to ensure a smooth handover into post-go-live support.

• Improve process and tooling when needed: you will be able to improve our actual support systems (Slack workflows, ticketing integrations, tagging, metrics tracking) and introduce AI where possible to reduce response times and manual work.

• Be a customer advocate: you will represent the customer voice internally, flagging common product friction points and bugs to Engineering and Product, and contributing to roadmap prioritization.

• Contribute to CS outcomes: you will collaborate with Customer Success Managers to ensure that technical blockers don’t impact adoption, renewal, or expansion.

• You have 1–3 years of experience in a technical customer-facing role such as technical support, implementation engineering, solutions engineering, or TAM at a B2B SaaS company

• You are comfortable with APIs, authentication flows, and debugging technical configurations; you may not be a developer, but you know how to use tools like Postman or basic scripting to investigate issues

• You’re structured and meticulous — you bring order to chaos and help reduce ambiguity for customers and teammates alike

• You enjoy helping others and have excellent written and verbal communication skills, particularly in fast-moving environments like Slack

• You are proactive and autonomous — you don’t wait to be told what’s broken before you start fixing it

• You are excited about joining a small but fast-growing startup, and you thrive in a role where you can define how things are done

• Prior experience supporting compliance, fintech, or API-first SaaS products

• Experience with tools like Linear, Notion, Slack, Postman, and SQL

• Screening call to evaluate fit for position

• Deep dive in your past experiences

• Panel interview

• Reference checks with past managers or colleagues