Product Support Engineer (Remote, US/Canada)
The builder on the front line
About the opportunity
We're representing a fast-growing Series C B2B AI/SaaS company modernizing a critical piece of global commerce infrastructure — doubling revenue year over year.
- Support here is technical, production-critical work: when a transaction fails, a customer's operations are stuck, and they need someone who can read the error, trace the root cause, and fix it — fast and kindly
- You'll triage and resolve tickets directly — but the real job is what you do with ticket two: script it, automate it, document it for the AI, or drive the product fix so it never happens again
- You'll work with an AI-first support stack, partnering directly with R&D to turn proven AI-assisted resolutions into automated workflows and durable product fixes
- As AI containment climbs, this role grows with it — into AI operations, knowledge management, or support automation
- The honest answer to "will AI take this job": this job runs the AI
What you'll do
- Review, triage, and resolve inbound customer issues within SLAs — with AI tools accelerating your root-cause analysis, not replacing your judgment
- Eliminate ticket categories at the source: scripts, automations, AI-structured articles, error-message fixes, self-serve tooling
- Build and maintain AI workflows with R&D, turning proven resolutions into automation the AI can execute safely
- Spot patterns and quantify them — which issues generate the most tickets, what they cost, what would eliminate them — and bring that data to Product
- Advocate for the customer internally; escalate urgent production issues with real ownership
- Become a product and domain subject-matter expert (we'll teach you the domain — see below)
What good looks like
- 90 days: resolving independently across ticket segments; first automation or AI workflow shipped; first knowledge article written so the AI can answer it going forward
- 12 months: owns one of the team's specialization areas (AI operations, knowledge, or automation); can point to ticket categories that no longer exist because of you
What we're looking for
- A builder. When you solve the same problem twice, you script, automate, or build something so no one solves it a third time — and you can show us what you've built
- AI-forward. You reach for AI tools by default and use them for real work: prompt design, AI-assisted troubleshooting, automated workflows
- Technically fluent. Comfortable reading/writing basic scripts and queries (Python, JavaScript, SQL, JSON), working with REST APIs, and reading logs and payloads without flinching
- Analytical. You bring the pattern, the count, and the cost — not just the anecdote
- An excellent communicator. Crisp, kind writing that makes technical problems simple for a stressed customer
- Proven under volume. Experience in a high-volume, direct-customer technical support environment
- Owner's reflexes. Bias toward action, comfortable with ambiguity, willing to be part of an on-call rotation
- 2+ years in technical support, solutions engineering, or a similar customer-facing technical role (floor only — the builder bar governs)
Nice to have
- Experience with Intercom-class ticketing platforms, especially with AI agents deployed; Salesforce, Jira
- Excel/spreadsheet fluency for ad-hoc analysis
- Exposure to complex B2B data/integration formats or iPaaS/integration-middleware environments
What we offer
Competitive salary and equity, remote-first culture, comprehensive health/dental/vision, 401(k) with company match, home office stipend, generous PTO, and a growth path into senior technical support, solutions, AI operations, or product roles.
