Customer Support Engineering Lead

Gradial helps marketers and creatives move from idea to execution faster. Our platform turns intent into action automating website updates design system migrations and ongoing content optimization while preserving brand integrity across every touchpoint.

Backed by leading investors were building software that adapts to the user not the other way around. We move with urgency operate with ownership and solve hard problems from first principles. If you want to do ambitious work take real responsibility and help define the future of AI-native content operations youll do your best work here.

The Role

Gradial is hiring our first Customer Support Engineering Lead to own and automate the post-onboarding support experience for production customers. This is a customer-facing role for someone who can learn complex technical workflows quickly resolve issues with urgency and use AI tools and coding agents to make support triaging more scalable over time. Youll partner closely with customers Forward Deployed Product Managers Product and Engineering to improve how issues are triaged resolved and fed back into the product.

This role is ideal for a builder; someone who wants to scope and architect a new system for scale. You should see support as an opportunity to build leverage. Youll help shape how Gradial uses AI agents tooling and process to deliver a faster smarter support experience. Over time youll also build the team and scale the function

What Youll Own

• Use coding agents and AI tools effectively to increase support leverage reduce repetitive work and improve resolution speed
• Identify recurring friction points across customer tickets and turn them into clear product feedback for Product and Engineering
• Own day-to-day support for production customers managing issues that come in through Pylon with urgency clarity and strong customer communication
• Triage technical issues identify root causes and route more complex bugs or product gaps into Linear with the context Engineering needs to move quickly
• Step into customer calls when written support is not enough building trust while driving issues toward resolution
• Learn Gradials support patterns workflows and tooling deeply before improving and extending them through AI-powered automation
• Build and refine low-code or no-code AI workflows that help classify route prioritize and respond to incoming support requests
• Partner with FDPMs and cross-functional teams to improve the handoff from onboarding to post-go-live support
• Help define best practices playbooks and operating rhythms for a support function that will scale with the business
• Help support future team growth by contributing to hiring raising standards and building strong leadership foundations for the function

What We Need

• Experience working directly with customers in a technical support solutions implementation or customer engineering role
• Strong customer instincts and communication skills with the ability to turn vague issues into clear next steps and keep customers confident throughout the process
• Comfort working in technical systems and learning new tools quickly including support platforms ticketing workflows and AI-native tooling
• Experience using AI tools LLM workflows or coding agents to automate tasks improve quality or increase operational leverage
• A systems-oriented mindset with a bias toward automation and continuous improvement
• Ability to manage multiple issues at once while staying organized responsive and calm under pressure
• Strong judgment on when to solve directly when to automate and when to escalate
• Comfort working cross-functionally with customer-facing and technical teams in a fast-moving environment
• Leadership skills and the ability to help define processes raise standards and support future team growth
• High ownership and a willingness to step into ambiguous problems and drive them through resolution

Nice to Have

• Experience with Pylon Linear or similar support and engineering workflow tools
• Experience in an early-stage startup or in a role where you helped build a function from scratch
• Background in support engineering forward deployed work technical account management or customer-facing operations with strong AI fluency

Compensation

The base salary range for this position is $165000 $185000.Final compensation will be determined based on factors such as experience skills and qualifications.

In addition to base salary this role will be eligible for performance-based bonuses and equity offers a comprehensive benefits package including medical dental & vision insurance 401K retirement plan paid time off paid sick leave.

Youll thrive here if you...

• Embrace AI as a core tool for problem-solving creativity and scale.
• Show a strong work ethic high ownership and bias toward action.
• Communicate with clarity and curiosity.
• Thrive in fast-paced hyper-growth environments; where building is always better than maintaining the status quo.

What we offer

• Meaningful equity and competitive salary
• Comprehensive health dental and vision coverage
• Fast-paced environment with autonomy and ownership
• Real impact zero bureaucracy
• A front-row seat to building category-defining AI infrastructure

AI Literacy & Interviewing Tools

As an AI-first company we prioritize AI literacy as a core competency in our hiring decisions. Were excited by candidates who thoughtfully apply AI tools in their work but during interviews were focused on you. This is your opportunity to show how you think communicate and solve problems. Over-reliance on AI-generated responses during the interview process (especially when it obscures your own voice) will result in disqualification. We want to understand your unique perspective and how you approach challenges both with and without AI.

Privacy Policy

By submitting your application to Gradial you acknowledge that any personal data you provide will be processed in accordance with our. This includes the collection use and storage of your information for the purposes of evaluating your qualifications and communicating with you about your candidacy. We handle applicant data with care and in compliance with applicable data protection laws.

If you have any questions about how your information is used please refer to ouror contact us directly.

Applicants who require reasonable accommodation to participate in the application or interview process should contact us at to request assistance.