Systems Engineer

Powering a healthier food system through data, transparency, and accountability.

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Light Labs | Austin, TX (In-office)

Are you the person who can't use a broken system without wanting to rebuild it? Who opens a messy inbox and sees the routing rules, the escalation path, and the three things AI should be answering instead of a person? Then you'd be a great fit as our Support Systems Engineer.

We have that inbox. Brands trust us with their test results, and when they have a question, they should get an answer before they've finished wondering. Right now they don't. Resolution time is the biggest problem in our support, and everything else about the customer experience waits on it. We have the tool to fix that. We don't have the system.

Our lab returns results in about three days, where the industry takes seven to fourteen. Support should feel even faster, and in a category where support is universally bad, being great is a real advantage. The target is two-minute resolution. You'd build what gets us there. That's the role.

You'll own the system that every support request runs through, from the first message to the last escalation.

• Tell us what's broken. Walk in, audit how support works today, and say it plainly. Tickets get missed, and the same person gets pinged three times about one issue. You'll find the rest.

• Stand up Pylon. We've picked the tool. Nobody has had the time to build it out. Routing, tracking, ownership, and reporting are yours to design.

• Build escalation paths that actually work. Every ticket has an owner, a next step, and a clear route to the lab or engineering when it needs one.

• Put AI on the front line. Build the AI answers that handle the common questions, so people spend their time on the hard ones.

• Chase two minutes. Resolution time is your number. Measure it, move it, and report it.

• Make the team faster without making it bigger. Four virtual assistants run support day to day. Build systems they can run without you standing behind them.

• Give sales a story no lab can tell. The support numbers you produce go straight into sales calls.

• Free the account executives to go deep. When support and AI handle the smaller accounts, AEs can grow 20 to 30 large accounts instead of carrying a book of 150 that isn't growing.

• Pull in engineering when you need it. Our product manager will assign an engineer to your work. You decide what gets built.

• Build the playbook, not just the fix. Whatever you set up has to hold when volume is five times what it is today.

You'll report to AJ Mares, who runs GTM Operations, and work directly with our product manager and both co‑founders. This is a builder role, not a queue role.

• You've built a ticketing system and run it under real volume. Support, sales, or GTM, any part of the business counts. You took a pile of inbound requests, organized them, and built the escalation paths. Built it, not just worked tickets inside it.

• You use AI to run your own work, not just to draft emails. You take something messy, feed it to AI, and turn it into something people can use. We'll ask you to show us how you do it.

• You’ve seen great support from the inside. You don't need to have run a support team. You need to know what good looks like well enough to bring us there.

• You'll say what's broken, out loud, and then fix it. "It works" isn't the bar. You ask whether it's the fastest, simplest way, and you change it when it isn't.

• You're comfortable starting with a problem instead of a project plan. There's a clear goal and a messy path. You figure out the next step without waiting to be told.

• You bring people along. The support team, the account executives, and…