Customer Support Engineer (San Francisco)

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Head of Talent @ Cline, (Databricks, Zenefits, Box, Yammer Alum)

Who we are:

What we are looking for:

As our first Customer Support Engineer, youll be the critical link between our users and our engineering team. Youll help developers succeed with our AI tools, troubleshoot issues, collect product feedback, and create self-service resources. Youll work closely with Product, Engineering, and DevRel to ensure every user has a great experience and youll help shape the support function from day one. Youll be working within our ticket-based support system to manage, triage, and resolve incoming requests efficiently. You will also be assist with the outreach and ongoing support of priority customers in an evolving and dynamic environment.

Responsibilities:

• Be the frontline for technical support, answering customer inquiries via chat, email, and forums
• Investigate, reproduce, and escalate bugs or platform issues to Engineering
• Help developers onboard, configure, and troubleshoot AI-powered coding workflows
• Write clear, concise documentation and support articles
• Identify patterns in support requests and proactively improve the user experience
• Collaborate with Product and Engineering to prioritize fixes and enhancements
• Champion the voice of the customer in internal conversations
• Contribute to building scalable support infrastructure (processes, tools, knowledge base)
• Provide ongoing outreach support to high priority customers

Qualifications:

• 5-7+ years of experience in technical support, solutions engineering, or a customer-facing engineering role
• 3+ years of experience in enterprise-level support, or specialized support role
• Strong understanding of software development (e.g., experience with APIs, CLI tools, debugging, Git)
• Excellent written and verbal communication skills
• Empathy for developers and curiosity about their problems
• Self-starter attitude and ability to thrive in a fast-paced, startup environment
• Familiarity with LLMs, AI tools, or developer products is a big plus
• Bonus: experience with platforms like Intercom, Zendesk, Notion, Linear, or HubSpot

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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