Founding SaaS Technical Support Engineer

Founding SaaS Technical Support Engineer

Compensation: $130K$180K Competitive Equity
Location: San Francisco (Hybrid 3 days/week inoffice)

Who Are We

Were a fastgrowing SaaS startup building worldclass tools for technical and nontechnical teams alike. We believe customer support isnt just a cost center its a competitive advantage. As we scale we need a leader to take our Support function to the next level: optimizing processes improving customer outcomes and scaling a team thats already known for its hustle and smarts.

Whats in It for You

• Impact from Day One: Youll own a core function that directly affects retention upsell and customer satisfaction.

• Career Growth: Step into a playercoach role with a clear path to building and managing a highperforming team.

• Equity Upside: Competitive equity in a fastscaling productled startup.

• CuttingEdge Tools: Work with tools like Pylon and Zendesk and lead initiatives that leverage AI for smarter faster support.

• TightKnit Team: Collaborate daily with engineers PMs and growth leaders who care deeply about customer experience.

What Will You Do

Optimize Support Workflows

• Redesign ticket flows macros triggers and SLAs across tiers (Basic Standard Growth).

• Maintain triage boards and dashboards for NPS trends and highseverity issues.

• Implement tagging and classification systems for bugs features and escalations.

Build Technical Depth

• Become a subject matter expert in the products technical internals.

• Lead the team in debugging complex issues using HTML JS and CSS.

• Partner with Engineering and Product to escalate prioritize and resolve bugs.

Manage & Scale the Team

• Oversee a global team of 9 agents across multiple support tiers and time zones.

• Run shift planning performance reviews and productivity analysis.

• Foster a highaccountability highcollaboration culture.

Champion Knowledge & Automation

• Continuously improve help center content internal runbooks and training documentation.

• Leverage AI and automation to improve deflection and firstcontact resolution.

• Build agent feedback loops to drive content and process improvements.

What Will You Need

• 4 years of experience in technical product support product implementation or related technical roles.

• Strong handson debugging skills (HTML JS CSS) and a bias toward selfsufficiency.

• Deep knowledge of SaaS tools and ecosystems especially Zendesk Pylon or similar.

• Experience managing support teams (bonus if youve worked with offshore contractors).

• Proven ability to thrive in earlystage fastpaced environments.

• Clear communicator with a strategic mindset you see support as a growth lever not just a cost center.

Bonus Points

• Youve worked at or founded an earlystage startup (Series A or earlier).

• Background in nocode/lowcode platforms (Replo Webflow etc).

• Experience with Figma or an eye for UX/design.

• Track record of building processes from scratch not just maintaining systems someone else built.

Please note:
Visa sponsorship is not available at this time. This is a hybrid role with at least 3 days/week expected in the San Francisco office.

Ready to build a support function that actually supports the business Lets talk.

Founding SaaS Technical Support Engineer

Compensation: $130K$180K Competitive Equity
Location: San Francisco (Hybrid 3 days/week inoffice)

Who Are We

Were a fastgrowing SaaS startup building worldclass tools for technical and nontechnical teams alike. We believe customer support isnt just a cost center its a competitive advantage. As we scale we need a leader to take our Support function to the next level: optimizing processes improving customer outcomes and scaling a team thats already known for its hustle and smarts.

Whats in It for You

• Impact from Day One: Youll own a core function that directly affects retention upsell and customer satisfaction.
• Career Growth: Step into a playercoach role with a clear path to building and managing a highperforming team.
• Equity Upside: Competitive equity in a fastscaling productled startup.
• CuttingEdge Tools: Work with tools like Pylon and Zendesk and lead initiatives that leverage AI for smarter faster support.
• TightKnit Team: Collaborate daily with engineers PMs and growth leaders who care deeply about customer experience.