Our engineers currently handle support on rotation. They're good at it, but every hour on tickets is an hour not shipping product, and we're growing too fast for that tradeoff. We need someone who can own support at the same technical depth our engineers provide today, and then go further: building tools, writing automations, and making the entire support system smarter over time. This isn't a role where you follow runbooks. It's a role where you write them, then replace them with code.

What You'll Do

• Own support end-to-end. Our AI agent handles first-line tickets. You own everything it can't, and you continuously improve its coverage so the queue gets smarter over time. Every resolved ticket should leave a trail: an updated article, a refined AI response, a pattern flagged.
• Debug like an engineer. You'll read logs, trace issues through integrations (Zoom, Teams, Google Meet, calendar syncs, webhooks), reproduce bugs, and hand engineering a clear diagnosis, not just a forwarded ticket. When you can fix it yourself, you do.
• Build tools that scale support. Write scripts to automate repetitive workflows. Build internal dashboards to surface ticket patterns. Create integrations that save time. Our stack is TypeScript-heavy, so comfort there is a big plus. You treat support problems as engineering problems and solve them accordingly.
• Communicate with clarity across a wide range of users. Circleback is a horizontal product. Your customers span roles, industries, and technical backgrounds. Whether you're helping a non-technical user on a single ticket or writing a support article that needs to work for everyone, you explain things in simple, easy-to-understand terms.
• Be the customer signal to the rest of the team. Three tickets about the same thing means something needs to change. You surface patterns, push for fixes, and close the loop with customers when we ship them.

What Makes Someone Great At This

• You're an engineer who likes talking to people. You've written production code or built internal tools (bonus points for TypeScript), and you genuinely enjoy helping users. You chose support engineering because you like the combination, not because you couldn't get a pure engineering role.
• You're AI-native. You instinctively reach for AI tools to scale yourself. You don't just use the tools we give you. You'd build your own workflows to make your job easier if we didn't.
• You understand products deeply. You're the person who pokes at every feature when you try a new app. You think about why something works the way it does, not just how to use it. That curiosity is what makes you effective at triaging with engineers.
• You compound. You've built or maintained knowledge bases, support docs, or internal tooling before, and you did it because you hate solving the same problem twice, not because someone told you to.
• You're fast and clear. Natural urgency about unresolved problems. Writing that's warm, specific, and gets to the answer quickly.

Compensation

• Base salary: $115K-$145K
• Equity: Early-stage equity in a profitable, fast-growing startup with real upside
• Location: San Francisco (in-person)
• Benefits: Healthcare (medical, vision, dental), latest equipment provided, catered meals, 401k

How To Apply Tell us about something you built to make support (or your own work) easier. What was the problem, what did you build, and what impact did it have?