Support Engineer

Description

The company is an AI marketing platform used by 15% of the Fortune 500, including large brands such as Comcast, Estée Lauder, and Walmart, as well as fast-growing firms like Ramp, MongoDB, and Figma. Marketing teams use it to handle research, briefs, content, campaigns, and reporting in one place, with agents that take on repetitive work.

The platform draws on over 2B real user prompts and what AI models return for them. Its AI marketing product combines that data with detailed customer context to surface worthwhile opportunities, then runs agents for tasks such as reporting, content drafts, page readability audits, and competitor research. It tracks what performs and improves over time.

This is a support role on the front line, covering customers from the first ticket of the day to the last incident update. You would be part of the first Support Engineering cohort, so you would help set the standard for support in the AI search space, build the runbooks and tools the team grows on, and become a technically strong contact for customers. It suits someone early in their career who wants to grow quickly. You would work closely with Engineering, Product, and Customer Success, build deep knowledge of the AI search ecosystem, and make sure customers on Scale and Enterprise plans get answers that are quick, technical, and accurate.

Responsibilities

• Own the first line of the ticket queue, handling triage, investigation, and resolution across the ticketing system and Slack support channels
• Reproduce bugs, read logs, and write queries to find root causes; pass code-level problems to Engineering with clear, well-documented repro steps
• Hit response and resolution targets and help the team improve first response time, time to resolution, CSAT, backlog age, and ticket deflection
• Take part in coverage, including on-call shifts and clean handoffs to teammates in other regions in the follow-the-sun model
• Write and update internal runbooks and public help center articles, turning repeat tickets into self-serve content so the team can handle growth without adding headcount at the same rate
• Build practical skills across the integrations, including Cloudflare, Vercel, AWS, and CMSs such as WordPress, Sanity, and Contentful, plus the wider AI search ecosystem
• Report recurring defects and customer pain points to Product and Engineering so fixes arrive sooner
• Work with Customer Success and Account Management to make handoffs from onboarding to ongoing support smooth for Scale, Mid-Market, and Enterprise customers
• Help with customer communication during incidents, including status page updates and follow-ups after incidents
• Use and improve the AI-assisted triage tools, helping build support through code and automation rather than headcount alone

Requirements

• 1-3 years of experience in technical support, customer-facing work, or engineering, where internships, co-ops, and strong side projects count, plus a technical base from a CS or engineering degree, a bootcamp, or self-taught study
• Technical aptitude: you can read logs, write basic queries, work with APIs, and debug web technologies such as DNS, HTTP, and JavaScript, or you are eager to build those skills
• Strong written communication: you explain technical problems clearly and kindly to customers and precisely to engineers
• High ownership and empathy: you treat each ticket as reflecting on the company and you stay with a problem until it is solved
• Quick, curious learner who works well with ambiguity and frequent iteration in a category still taking shape
• Willing to join on-call rotations as part of a 24/7 coverage model
• Strong plus: interest or experience in AI, developer tools, infrastructure, or marketing technology

Conditions

This is an on-site role in the company's New York City or London office, suited to people who enjoy speed, iteration, and real impact

Expected base salary is $129,600 to $146,400 in New York and £82,300 to £93,000 in London. The total package also includes equity and a full range of benefits and perks. Final pay depends on skills, experience, qualifications, and location, and is set during interviews. The recruiting team will explain the full package as hiring progresses.

All official messages come from the company's own domain. Ignore any message from another domain and report it as spam.

Benefits

• Equity is part of the total compensation package
• A full range of benefits and perks is included in the total compensation package