Head of Customer Support Engineering
Head of Customer Support Engineering
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$ 200000 - 320000
1 Vacancy
Job Description
Head of Customer Support Engineering
Location: Remote (SF preferred)
Position Type: Full-Time (Permanent)
Work Policy: Remote-first; San Francisco office coming soon
Start Timeline: ASAP
Hiring Target: 1 hire
About
A fast-growing Y Combinator-backed startup enabling developers to extract AI-ready data from the web
via a single API call. The product has reached multi-millions in ARR and 19K GitHub stars in under a year.
The team previously built Mendable used by MongoDB Coinbase and Snapchat. Now an 8-person
cash-flow-positive team with upcoming Series A funding.
Why join
- Fast-growing cashflow positive startup with a beloved product
- Build an AI-powered support function from scratch
- Work directly with founders in a high-impact fast-paced environment
- Remote-first culture with significant growth opportunities
Compensation
- Base Salary: $200000 $320000
- Equity: 0.3% 0.7%
- Visa Sponsorship: Not available
- Tech environment
- Languages: JavaScript
- Database: Postgres
- Tools: Pylon LLMs API tooling
- Focus: AI-driven support automation API reliability developer-first UX
Role summary: Lead and scale the companys first AI-powered customer support function. This role blends backend engineering and direct technical support (50/50) with heavy use of automation LLMs and developer tools.
Responsibilities
- Build & automate: Implement AI-driven support workflows (e.g. using Pylon)
- Technical support: Resolve complex issues related to APIs scrapers and data pipelines
- Documentation & process: Create scalable triage systems and self-serve docs
- Customer voice: Synthesize feedback and escalate key themes to product
Must-have qualifications
- 2-5 years of professional software development experience
- Experience with JavaScript and Postgres
- Proven leadership or ownership in support engineering or developer success
- Experience at a developer-first company or API-focused startup
- Experience using AI support tools (e.g. Pylon) LLM applications or automating support
- High agency low ego and genuine motivation to help users
- Strong written communication skills
- Willingness to do both hands-on customer support and backend infrastructure
Preferred qualifications
- Former founder or early-stage startup engineer (<15-person teams)
- Built side projects or prototypes using LLMs or tools like Cursor
- Active GitHub or portfolio showcasing AI tool experimentation
- Experience scaling support workflows or internal tools
Employment Type
Full Time
