Technical Support Engineer

About the company

The company is the AI-native customer experience platform that turns every interaction into a lasting relationship and a measurable business outcome. By unifying customer data, conversations and AI-native workflows into a single connected timeline, the company helps teams cultivate customers, not tickets, resolving issues faster and delivering more personalized service across every channel. Today, the company is the core platform for leading customer service brands like Sweetgreen, Starz, Vuori, Goldbelly and Cotopaxi.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, the company raised nearly $200M in funding culminating in a Series E before being acquired by Meta in a deal that closed in 2022. In 2023, the company's founders and original investors, Battery, Redpoint, and Boldstart Ventures, spun the company back out with a $60M investment as an independent, privately held business ready to focus more deeply on AI. In 2025, Norwest led our Series B, bringing our total funding to $90M. This momentum allowed the company to double down on AI-native innovation and build a sharper roadmap for the future of customer experience. Our Krew is a remote-friendly team spread across the U.S. with hubs in NYC and London. We gather in person each year at our annual the company Kick-Off event and always look for Krew members who are curious, collaborative, and ready to shape the future of Customer Experience.

About the Role

The company’s AI agent resolves routine questions, and our support partners handle the next layer of straightforward requests. This role handles what’s left: complex, ambiguous technical issues across webhooks, APIs, workflows, integrations, and AI agent behavior. You’ll be the final escalation point before Engineering. You’ll also make Tier 1 and 2 stronger by turning each hard case into a runbook, a fix, or a product improvement.

You’ll be responsible for

• Owning technical issues end to end, from reproduction through root cause and resolution, within defined SLAs

• Diagnosing failures in webhooks, REST API integrations, workflows, and automations using logs, payloads, and developer tools

• Troubleshooting AI agent behavior, such as misrouted or incorrect resolutions, knowledge gaps, and failed actions or integrations, and recommending configuration or knowledge fixes

• Escalating to Engineering with clear reproduction steps, evidence, and impact, and following through to resolution

• Identifying recurring issue patterns and partnering with Product and Engineering on fixes, tooling, and self-service improvements

• Writing runbooks, troubleshooting guides, and escalation playbooks for our AI agent and BPO partners

• Coaching and enabling Tier 1/2 and BPO team members on technical investigation

• Providing technical communication during critical incidents and for premier support accounts

• Joining the on-call rotation for critical events and premier support customers

• Handling sensitive customer data appropriately

Required qualifications

• 4+ years experience in technical support, developer support, or support engineering at a B2B SaaS company, including Tier 2/3 or escalation experience

• Hands-on experience debugging webhooks, REST APIs, and authentication, covering retries, rate limits, payload and schema issues, and idempotency

• Working proficiency in JavaScript/TypeScript and JSON, and comfort reading and writing API requests (Postman, curl, browser dev tools)

• Experience with workflow or automation platforms, such as rules engines, workflow builders, or iPaaS tools (Zapier, Workato)

• Strong written and verbal communication, including with developers and technical admins, and with Engineering during incidents

• Sound judgment on prioritization, severity, and when to escalate

Strongly preferred

• Experience supporting or configuring AI agents or LLM-based products (prompting, knowledge sources, actions and tools, evaluating outputs)

• Experience with logging and monitoring tools (Datadog, Sentry, Kibana) and basic SQL or Python for data investigation

• Experience with CRM or CX platforms (the company, Zendesk, Salesforce, Shopify) and their integrations

• A track record of building tooling or automation that reduced ticket volume

HIPAA Compliance

All roles at the company may involve handling sensitive personal data.

Benefits

The company offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at the company

The company is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

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Disclaimer: the company only contacts candidates from company email addresses ending in the company.com and does not seek funds from candidates in any circumstances.