You hold the line on SLA, CSAT, and ticket hygiene across every incoming ticket.
You resolve the majority of Tier 2 escalations before they reach engineering.
The escalations you write resolve in one round-trip, giving engineers enough context to act immediately.
You partner with Product to make sure recurring issues don't reappear.
You leave KB articles and support guides better than you found them, contributing to diagnostic tools for the queue.
You'll work alongside AI for first-touch deflection, refining its content and training it without dropping CSAT.

At least 1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company.
A Bachelor's in Computer Science, Software Engineering, or a closely related field.
Diagnostic comfort across a stack you don’t own (logs, basic SQL or query tooling, browser devtools).
Scripting comfort to automate repetitive tasks (Python, Bash, or similar).
A bias toward escalations engineers can act on with clean repros and clear hypotheses.
AI-fluent, not AI-dependent using tools like Claude, ChatGPT, or Copilot.
Strong written communication skills for drafting KB articles and customer replies.
An ownership mindset, feeling the weight of the outcome and acting accordingly.

Exceptional benefits, including health insurance with Stellic covering 99% of your premium and 75% for dependents.
401(k), commuter benefits, and annual international retreats in incredible locations.

Product Support Engineer

Key skills