Triage and resolve expert-facing support tickets via Slack
Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors
Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly
Escalate and document bugs for the engineering team when deeper changes are needed
Build and improve support workflows, knowledge base articles, and internal runbooks
Identify recurring issues and advocate for platform improvements that reduce support volume
Monitor expert experience metrics and flag emerging problems early

Strong technical troubleshooting skills — comfortable reading logs, querying databases, and working in code
Experience with AI-native development tools and workflows
Clear, empathetic communicator who can translate technical problems into plain language for experts
Self-directed and organized — able to manage a ticket queue and prioritize effectively with minimal oversight
Comfortable working asynchronously with a distributed team
Energized by solving problems quickly and making people's experience better
Nice to have:
Experience in a support engineering or technical support role at a fast-moving startup
Familiarity with Slack-based support workflows
Background working with marketplace platforms or expert networks

Support Engineer

Key skills