Support Engineer

Remote, United States. Entry to mid level. Reports to the Head of Solutions.

About the Role

Support Engineers keep our customers running. You're on the front line of the queue: you triage, diagnose, and resolve the day-to-day issues that come in from our direct customers and from the partner support teams behind our ecosystems. When you're on top of the queue, the rest of Solutions can stay focused on getting new customers live.

Some accounts will have you as their dedicated support engineer: the named person who knows their setup, their history, and their people, and the first one they reach when something breaks.

This is an operations role. Your scoreboard is response and resolution time against our SLAs, CSAT, the share of tickets an agent handles first, and how few issues come back. Expect about 80% of your week to be reactive and 20% building: articles, Academy content, automations, and agents that make the next ticket easier.

Our support is AI-first. Agents take the first pass on every ticket and hand off when they aren't confident. You handle what they can't, and you make them better every week.

This role is built for growth. Many of the people on our team started close to the customer and grew into Solutions Engineering, and we expect the right person here to do the same.

What You'll Do

• Own the queue. Work tickets by urgency, worker and customer impact, contractual SLA, and engagement tier. Every request lands in the shared intake with an owner, a next action, and an update time. You keep ownership when another team or company has to help.
• Diagnose and resolve technical issues. Investigate configuration, APIs, integrations, logs, and data mappings. Separate customer setup problems from product defects, test the fix, confirm recovery, and give Engineering an escalation they can act on without a follow-up call.
• Be the named support contact for your accounts. Know each dedicated account's configuration, open issues, and people. When you spot risk or an opportunity in the tickets, flag it to the account's owner early.
• Run compliance operations. Handle I-9 and E-Verify recovery, reverification, MOU and web services setup, and USCIS notice remediation. Turn Compliance-approved guidance into customer operations, and bring in Compliance before risk exceeds your authority.
• Back our partners' support teams. Be Tier 2 and 3 for partner support teams, coach them through real problems, and improve the troubleshooting guides they rely on. Route partner-customer requests through the partner, and make sure material issues still reach the right owner.
• Take the reactive work off implementations. Pick up the tactical issues that come up while a customer is going live, so the Solutions Engineer or Deployment Strategist can stay focused on the build. You'll know the common problems on sight; they bring the account context.
• Put AI to work on the queue. Use agents and automation for triage, investigations, reporting, and customer communication. Verify the output, keep a human on consequential calls, and measure whether it saves effort without hurting quality.
• Turn repeat tickets into fixes. Keep help articles, Academy content, and runbooks current. Turn the third ticket about the same thing into better guidance, an automation, or an evidence-backed product request.

What We're Looking For

• A track record you can prove. Entry to mid level is fine. What matters is what you can show us: a queue you ran, a project you shipped, a GitHub repo, a business or organization you started, a tool other people adopted. Bring the receipts.
• Excellent at handling tickets. You've worked a support queue, help desk, or customer operations role, or something close to it. You can walk us through problems you owned from diagnosis to recovery to prevention, and you stay organized with many things open at once.
• You've built something real with AI. Show us an innovative project where AI did meaningful work: an agent, an automation, a tool, or a workflow that saved real time. Tell us what broke and how you checked the output.
• A growth mindset you can show. Personal projects, entrepreneurial ventures, GitHub projects, or organizations you started or ran. We want a pattern of teaching yourself new things and finishing what you start.
• A capacity for leadership. You've taken charge of something, rallied people around it, or owned an outcome nobody assigned you.
• Coachable and flexible. You ask for feedback and act on it. You adapt when priorities shift, because in support some days look nothing like the plan. Occasional after-hours coverage for an escalation is part of the job, and flexibility goes both ways.
• Technical curiosity. You're comfortable with APIs, logs, data mappings, and spreadsheets or SQL, or you've shown you can learn them fast. You like getting to the root cause.
• A clear communicator. You write updates people can act on and set expectations without overpromising.
• HR operations or compliance exposure is a plus. Staffing, high-volume hiring, I-9, E-Verify, or payroll experience helps. Learning velocity counts just as much.

This role is not pre-sales, account management, or sales. You won't carry a quota, run renewals, or chase upsells, and you won't own new customer implementations. It's for people who like solving problems fast, want to build the AI that solves them faster, and want to grow into bigger technical work from here.

Why This Role

• You'll learn the whole platform fast. Every ticket shows you how a customer actually runs onboarding and compliance. There's no faster way to learn Onboarded.
• You'll build, not just answer. Our support is AI-first, and you'll shape the agents, automations, and knowledge that run it.
• You'll be coached. Weekly 1:1s, real feedback, and a team that invests in growing people.
• There's a clear growth path. Support Engineers who show ownership can grow into Solutions Engineering, Deployment Strategy, Product, etc.

What We Offer

• Competitive salary and equity in a fast-growing startup
• Health, dental, vision, and retirement benefits
• Remote-first culture with optional in-person collaboration

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