About the role

Support Engineer collaborating with engineering to resolve technical issues for a documentation platform. Working on AI-powered agents and automations while diagnosing end-to-end technical problems.

Responsibilities

Partnering with engineering to investigate, resolve, and ship fixes directly - your job isn't to escalate issues, it's to close them
Opening PRs in production codebases to patch bugs, address edge cases, and improve behavior at the source - because the best support ticket is one that never gets filed again
Building AI-powered agents, automations, and internal tooling that help the team resolve issues faster and stop them from recurring
Identifying patterns across support cases and translating them into clear, actionable signals for engineering and product
Responding to product and technical questions through our support inbox with speed, precision, and care

Strong engineering foundation - CS degree or engineering experience, demonstrated through shipped projects and real GitHub activity
Some experience in a technical support or developer-facing role is a plus, but engineering chops come first; this role works for a strong new grad or someone with a few years under their belt
Has directly owned a customer relationship or support queue - not just contributed to one
Ability to diagnose and resolve technical issues end-to-end, independently
Exposure to AI tooling, automations, or LLM-based workflows - you've built something with them, not just used them
Exceptional written communication - your messages are friendly, precise, and professional; customers feel genuinely heard and helped, not just responded to
A builder mindset - you see a manual process and feel compelled to automate it; you'd rather spend an hour building something that saves ten than do the same task twice.