Founding Software Engineer, AI Support Systems

Description

The company builds AI teammates for plumbing, HVAC, and electrical contractors. The product answers phones, books appointments, follows up with customers, and recovers missed revenue.

Before writing code, the team visited more than 140 contractors to learn how their businesses run.

Hundreds of contractors use the product every day. The company reached $25M+ ARR in 2.5 years and works with everyone from independent contractors to large private equity backed operators in home services.

Backed by Khosla Ventures and Y Combinator. The company is still early.

Responsibilities

• Take ownership of the customer support experience and build the AI workflows, systems, and documentation that help resolve issues faster.
• Work with the Technical Support, Customer Success, and Product Engineering teams to build tools, automate workflows, improve how the AI troubleshoots, and create a knowledge base with accurate answers.
• Spot repeat customer problems and use support data to find ways to improve the experience.
• Build and refine AI-driven workflows for common customer questions and Tier 1 issues.
• Maintain the support knowledge base so it is accurate, easy to search, and useful to both customers and the AI.
• Build the customer-facing support platform.
• Find repetitive support tasks worth automating and build the tools, integrations, and workflows to do it.
• Look into recurring issues and AI failures to find root causes and fix them for good.
• Work with Technical Support, Customer Success, and Product Engineering to improve the customer experience and fix underlying product problems.
• Build reports and dashboards showing ticket trends, resolution rates, and support performance.
• Make sure enterprise customers and complex cases get proper attention while routine support scales.
• Report to the Head of Customer Success and work closely with teams across the company.

Requirements

• 5+ years of software engineering or closely related technical experience, including a record of building and shipping software.
• A degree in Computer Science or equivalent hands-on experience.
• Strong coding skills, with experience developing, debugging, and maintaining software.
• Experience building integrations, working with APIs and databases, and connecting systems.
• Hands-on work with AI-powered applications, LLMs, AI agents, or workflow automation.
• A product mindset: you like understanding customer problems and building solutions to them.
• Strong problem-solving skills and the ability to carry a project from idea through implementation and iteration.
• Experience with customer support teams or building customer-facing tools is a plus.

Conditions

This is a hands-on role for a builder who wants to shape directly how a world-class technical support team works.