Support Engineer

Description

We're looking for a hands-on Support Engineer to make sure our customers succeed with the company, and to build the systems that let a small team support a fast-growing customer base. You'll diagnose complex API issues, help developers through integrations, and give our most important customers answers they can trust. You'll also be the one who notices the same problem keeps coming up and automates it away, using AI triage, internal tools, agents, or whatever the simplest fix turns out to be.

You'll be the technical bridge between our users and the product. That means using good judgment about what matters most, sharing what you learn with the rest of the team, and owning your work end to end.

Salary Range: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto)

Equity Range: Competitive equity. Details shared during the process.

Location: San Francisco, CA (SF HQ) or Toronto, ON (Toronto Hub). Hybrid, onsite 3+ days a week.

Job Type: Full-Time

Experience: 3+ years

Work Authorization: Must be authorized to work in the United States or Canada. We're not able to sponsor US visas right now. For Canada, we'll consider sponsorship on a case-by-case basis through our Toronto Hub.

About the company

The company is the easiest way to turn the web into data AI agents can use. One API call converts any URL into clean, LLM-ready markdown or structured data. It's the boring-hard problem everyone building with LLMs eventually hits, solved.

We hit 8 figures in ARR in year one and more than doubled it in year two. Growth like this is rare, and we're just getting started.

We're a small team punching far above our weight. Everyone here owns a real piece of the product and company, end to end, and runs it themselves. No hiding behind process or headcount.

This is a place for people who want to work at the frontier: an AI company building the infrastructure other AI companies run on, not one bolting AI onto an existing product. We move fast, go deep, and are building the tools superintelligence will rely on to gather data from the web. That library is called Alexandria, and it starts now.

Responsibilities

• Be the first line of technical support across our channels, with a focus on high-value and enterprise accounts
• Diagnose API errors, failed scrapes and crawls, blocked sites, authentication problems, rate limits, and unexpected output. Go as deep as you need to, and bring in Engineering when it makes sense
• Reproduce issues, escalate confirmed bugs with clear repro steps and full context, and follow up with the customer until it's resolved
• Review customer workflows and integration plans, and suggest simple changes that make them more reliable and easier to maintain
• Triage a busy queue across Slack, email, and chat. Decide what's urgent, what can wait, and which issues need a human instead of our AI agents, without losing momentum
• Understand what the customer is actually trying to do, not just the question they asked, then weigh a quick workaround against a docs fix or a product change
• Advocate for customers with Product and Engineering, using what you see in the queue to shape which bug fixes and API improvements get prioritized
• Treat every repeated question or manual step as a chance to automate: AI triage, drafted replies, smart routing, account and usage enrichment, and at-risk account alerts
• Build lightweight internal tools (debugging scripts, dashboards, agents), simple enough and good enough that others actually use them
• Keep our AI support agents sharp: improve their knowledge sources, review where they go wrong, and decide what stays with humans
• Write the troubleshooting guides, runbooks, and docs fixes that help customers, and our agents, find answers without opening a ticket
• Coordinate handoffs across the support team and time zones, and share what you're seeing and building with Engineering, Product, and Growth

Requirements

• You're product-minded. You have good instincts for what customers need and what matters most, and you make good calls on priorities and tradeoffs without being told
• You're a pragmatic engineer with strong fundamentals in APIs, HTTP, and debugging, and you write TypeScript or Python. You reach for the simplest solution that works, not the most impressive one
• You enjoy talking to customers. You explain technical ideas clearly, ask good diagnostic questions, and know when a customer needs a careful, personal answer instead of an AI-drafted one
• You're automation-first. You've built an automation or internal tool that removed real manual work, and you measure yourself by the leverage you create, not the number of tickets you close
• You're AI-native. You already use Claude, Cursor, agents, and MCP servers in your daily work, and you think in workflows and tooling, not just tickets
• You're autonomous. You spot problems, decide on a plan, and see it through
• You can move between a customer escalation, a bug repro, and an automation project in the same afternoon, and nothing gets dropped
• You're a good teammate. You share context openly, make handoffs easy, and make the people around you more effective
• Bonus if you've worked in a technical customer-facing role (support engineer, solutions engineer, developer support, implementation specialist, or CSE) or supported APIs, SDKs, or other developer tools
• Bonus if you understand web scraping, browsers, proxies, or how the web works under the hood, have built with the company or a similar web data platform, or have shipped LLM-powered workflows in production
• What We're NOT Looking For
• A ticket closer. If you measure success by volume instead of leverage, this isn't the role
• An engineer who'd rather not talk to customers
• Someone who reaches for the impressive build when a docs fix would do
• Someone who's cautious about working with AI and agents day to day
• A Note On Pace
• We operate at an absurd level of urgency because the window for what we're building won't stay open forever. If that excites you, keep reading. If it doesn't, no hard feelings, but this role probably isn't for you.

Benefits

•  
• Available to all employees
• Salary that makes sense: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto), based on impact, not tenure
• Own a piece: Gain competitive equity in what you're helping build
• Generous PTO: 15 days mandatory, anything after 24 days, just ask (holidays excluded). Take the time you need to recharge
• Parental leave: 12 weeks fully paid, for all parents
• Wellness stipend: $100 USD/month for the gym, therapy, massages, or whatever keeps you human
• Learning & Development: Expense up to $1,000 USD/year toward anything that helps you grow professionally
• Team offsites: A change of scenery, minus the trust falls
• Sabbatical: 3 paid months off after 4 years, do something fun and new
• Available to US-based full-time employees
• Full coverage, no red tape: Medical, dental, and vision (100% for employees, 50% for partner and kids). No weird loopholes, just care that works
• Life & Disability insurance: Employer-paid basic life and AD&D, short-term disability, and long-term disability. Coverage for life's curveballs
• Virtual care and a health guide: Teladoc for the couch doctor visit, plus Rightway to answer coverage questions and fight billing errors for you
• Mental health: Talkspace, therapy and psychiatry on your schedule
• Fertility and family building: Carrot, covering you and your partner
• EAP: Free confidential counseling, legal and financial consults, and online will prep through Guardian
• 401(k) plan: Retirement might be a ways off, but future-you will thank you
• Pre-tax benefits: HSA, FSA, and commuter benefits to help your wallet out a bit
• Supplemental options: Extra life and AD&D, accident, critical illness, hospital indemnity, plus pet, legal, and identity protection through MetLife
• Available to Canada-based full-time employees
• Full coverage, no red tape: Extended health, dental, and vision through Manulife (Diamond, the top tier), 100% employer-paid for you, your partner, and your kids
• Life & Disability insurance: Employer-paid life, AD&D, short-term disability, and long-term disability. Coverage for life's curveballs
• Virtual care: Dialogue Premium, so you can see a doctor or nurse from your couch, any hour
• Mental health: Talkspace Elite, therapy and psychiatry on your schedule
• Fertility and family building: Carrot, covering you and your partner
• Retirement: Group RRSP through Wealthsimple, so future-you can thank you
• Available to SF-based employees
• SF HQ perks: Snacks, drinks, team lunches, intense ping pong, and peak startup energy
• E-Bike transportation: A loaner electric bike to get you around the city, on us
• Available to Toronto-based employees
• Toronto Hub perks: Snacks, drinks, team lunches, glass-walled views down University Avenue, and a home base steps from Union Station
• Transit, covered: A PRESTO card loaded for GO Transit, subway, and streetcar, plus station parking if you drive to the train. Winter-proof, on us
• Interview Process
• Application Review: Send us your work and a quick note on why this role excites you. Show us an automation or internal tool you built that got rid of real manual work, or a tricky customer issue you took all the way to the root cause. We care about what you've built, not where you went to school.
• Intro Chat (~25 min): A quick conversation to get to know each other before we go deep. We'll talk about what you've been working on, what drew you to the company, and what you're looking for in your next role. Time for your questions too.
• Technical Chat (~45 min): Walk us through automations or tools you've actually built: what problem each one solved, why you built it the way you did, and what you'd change now. We'll also talk about how you decide what's worth automating, where AI fits into your workflow, and where a human still needs to be in the loop. Come ready to go deep on your own work. We care how you reason, not whether you have a perfect answer.
• Founder Chat (~25 min): Culture, pace, ownership, and how you like to work. Time for your questions too.
• Paid Work Trial (~40 Hours): Answer real customer support tickets, and build automations and tools that help our support team, paid at a contractor rate. It's the truest signal for both sides.
• Decision: We move fast after the trial.
• If you'd rather build the system that answers the next hundred tickets than answer them one by one, you should join us.
• Apply now.
• Experience: Any (new grads ok)
• Visa: US citizen/visa only