Experience 3–6 yrs (3+ years)
About the role
structured by ORIPocketTake Notes in the Real WorldCustomer Support Engineer$100K - $150K•San Francisco, CA, USJob typeFull-timeRoleEngineering, Full stackExperience3+ yearsVisaWill sponsorConnect directly with founders of the best YC-funded startups.Apply to role ›Gabriel DymowskiFounderGabriel DymowskiFounderAbout the roleThe…
What you will do
- Our self-hosted helpdesk: uptime, upgrades, configuration, and the patches we contribute back upstream
- Automations and integrations that remove manual steps - routing, macros, ticket enrichment from our order, fulfillment, and device systems
- The AI support agent and the knowledgebase behind it: retrieval quality, evals, and pushing resolution rate up
- The support data layer: pipelines, models, and dashboards covering volume, contact drivers, deflection, CSAT, and team performance
- Enterprise support infrastructure: named-account routing, SLA tracking, admin and fleet-level views, and the workflows behind security reviews and compliance requests
What they are looking for
- You've owned a service in production end to end
- Strong with TypeScript and SQL, and comfortable running and debugging a self-hosted app
- SQL well past the basics, and enough Python to do the analysis yourself
- You've built dashboards people use
- Hands-on with LLM tooling - prompts, retrieval, evals. You can tell why an AI agent gave a bad answer and fix it
- You've built for business customers and you know what changes at that tier: admin roles, audit trails, SLAs, single sign-on, data handling that survives a security review
- You work directly with non-technical people and turn vague operational problems into systems
- Bias to ownership. You find the manual step and delete it
Nice to have
- Time spent in or next to a support or ops team
- Enterprise support tooling: SLA engines, account hierarchies, SSO, SOC 2 or HIPAA workflows
- Shopify, helpdesk, or CRM API work
- Consumer hardware sold into companies
Benefits
- Work directly with us and learn fast
- Direct impact on how the company operates day to day
- High-trust, high-responsibility environment
- Competitive compensation
- Scope to take on more as you earn it
TypeScriptSQLPythonLLMAPIsShopify
Full posting text
Experience: 3+ years