Principal Product Support Engineer

Do you have a passion for building delightful customer experiences and creating scalable support systems from the ground up Are you energized by hands-on problem solving while also defining how support should operate at scale

We are assembling a brand-new support team for a brand-new product and were looking for mission-driven builders who love small businessespeople who take initiative move fast wear many hats and want to make an outsized impact on a startup-stage product. Were looking for strong individual contributors with leadership instinctspeople who can both resolve customer issues and help design the support model KPIs and operating rhythm that will power a product-led growth motion.

Why Us

Youll join a small high-impact team at the start of a new products journeysurrounded by smart innovative caring colleagues who value experimentation data-driven decisions and operational excellence. If you want to influence how support works shape best practices and deliver a great customer experience at scale this is the place.

What do we deliver

Our new cloud-based product helps early-stage growth companies manage core business workflows with an emphasis on simplicity affordability speed and AI assistance.

We offer:

• The opportunity to define and shape the support model tooling and practices for a brand-new product
• Expect ample career opportunities and mentorship including leadership paths and room to grow as the product and team scale
• Competitive compensation and benefits
• A collaborative culture with approachable leadership and recognition for impact
• Flexible work arrangements subject to local policy and role requirements

Qualifications and Skills:

• Advanced Englishclear concise and empathetic communication (written and verbal)
• Background or practical experience in small business operations accounting/finance basics or SaaS support
• Proficient in troubleshooting issues related to invoicing expenses payments reporting and other basic business operations
• Strong analytical and problem-solving skills; able to break down ambiguous problems and propose scalable solutions
• Familiarity with product-led growth support models (self-service inapp guidance knowledge bases community automation)
• Experience defining or using support KPIs (e.g. deflection rate time to first response resolution time CSAT contact rate per active user)
• Bias for action and experimentation; ability to iterate and learn quickly in a dynamic environment
• Demonstrated ability to document processes write clear help content and contribute to playbooks
• Nice to have: hands on experience with core business processes and accounting concepts (AP/AR bank feeds reconciliation) ticketing systems and product analytics

• Frontline support excellence
• Co-design the build-to-scale support operating model suited for product-led growth minimizing 1:1 interaction where possible
• Create and maintain self-service assets (knowledge base articles troubleshooting guides inapp tips macros)
• Triage and resolve user-reported issues related to core product workflows (e.g. invoicing expenses payments)
• Communicate resolutions clearly and empathetically; ensure accurate documentation of interactions
• Identify and escalate product defects or high-impact trends with crisp reproduction steps
• Partner with product and engineering to drive proactive approach through product improvements design decisions and guidance
• Define track and report KPIs and objectives (e.g. contact rate time to resolution deflection % CSAT quality). Drive data-driven decisions and culture heavily emphasizing metrics insights and continuous improvement
• Analyze tickets to identify root causes automation opportunities and process gaps; collaborate with product and other teams to implement improvements that not only solve one ticket but minimize or eliminate related tickets in the future
• Drive support playbooks runbooks and SOPs; ensure they remain current and effective
• Lead cross-functional teams with influence as an individual contributor
• Act as a voice of the customer to product design and engineering; influence roadmap via data and insights
• Collaborate on incident response and postmortems; help establish standards for reliability and communications
• Mentor peers on best practices in scalable product-led support
• This role is ideal for someone who not only enjoys hands-on support work but also is passionate about the support model itself. This person is driven to architect and continuously improve efficient high-quality support experiences that scale as the product scales

Career Level - IC4