Customer Support Engineer at Outset
Overview
Lead end to end support for inbound technical and account issues while building AI‑native systems. Own ticket routing, automation, reporting, and knowledge base. Collaborate with product engineering and design to define support processes and drive continuous improvement.
What You'll Do9
- 1Own the support queue end to end — inbound technical product and account inquiries, resolved with speed, accuracy, and care.
- 2Do advanced troubleshooting: reproduce issues, review logs, and isolate whether something is a product bug, a configuration problem, or a workflow gap.
- 3Write reproducible bug reports for immediate engineering action and follow through to resolution and customer communication.
- 4Design and operationalize Pylon, our support platform including ticket routing automation rules segmentation SLAs macros and escalation paths.
- 5Create support reporting and dashboards covering volume response and resolution times deflection issue categories and per‑account health and translate data into leadership recommendations.
- 6Build and maintain knowledge base and internal runbooks.
- 7Prototype and ship AI‑assisted support features such as automated triage and tagging drafted responses self‑serve deflection and internal agents.
- 8Turn support signals into product insights by spotting trends across tickets and providing evidence‑backed input for product planning.
- 9Partner with Customer Operations on shared workflows operating models and documentation.
Requirements8
- 14–8+ years in technical support support engineering solutions or another technical customer‑facing role preferably at a startup with a complex technical product.
- 2Technical depth: reviewed internal logs and used SQL or similar data tooling to debug a customer issue and scope its spread.
- 3Support tooling: hands‑on experience configuring a support platform (Pylon Zendesk Intercom Front or similar) with automations routing segmentation SLAs macros and escalation paths and building reporting on top of it.
- 4Communication: ability to explain technical problems clearly to non‑technical enterprise customers and dive deep with engineers.
- 5AI curiosity: genuine interest in AI‑native tooling backed by a track record of experimenting with it in personal workflows.
- 6Prioritization and independence: strong instincts for prioritization under heavy workloads steady performance during urgency and ability to create structure in ambiguity.
- 7Ownership: willingness to take responsibility beyond lane and thrive in a small fast‑moving team.
- 8Nice to have: experience as an early or founding support hire developing process at scale; enterprise customer support background; familiarity with user research research ops or participant recruitment workflows; interest in testing new features.
Salary Insight
$160 - $185k per year
Location
Required Skills
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