Enterprise Technical Support Engineer

TL;

DR - We’re looking for a Enterprise Technical Support Engineer to own white-glove support for our largest customers. You’ll troubleshoot complex product + identity issues, partner directly with enterprise teams, and turn real-world insights into better playbooks and product improvements.

• Own white-glove support for our largest work spaces — diagnose and resolve the hardest customer issues across design systems, connectors, auth, and project publishing.

• Build trust with enterprise teams — become the go-to technical partner for admins, product leaders, and AI champions using Lovable across hundreds of users.

• Be the voice of the customer — reproduce issues, do first-pass triage, write clear bug reports, and help prioritize fixes that unblock customers fast.

• Troubleshoot across the stack — from SSO/SAML/SCIM to REST APIs to “why didn’t the agent follow the theme?” and embedded/partner integrations.

• Create repeatability — document fixes, patterns, and gotchas into internal runbooks and help turn them into customer-facing guides, checklists, and best practices.

• Protect our SLAs — respond to high-priority incidents and participate in an on-call rotation to support customers outside normal hours.

• Measure what matters — report against the Product/Support ops metrics we care about (time to first response, time to resolution, deflection, root-cause closure).

• 3–5+ years in a customer-facing technical role (technical support, technical account management, solutions/forward-deployed, or product support for B2B/SaaS).

• Strong enterprise presence — you can talk to a CPO about reliability and a developer about logs, in the same call.

• Excellent troubleshooting chops across web/desktop (macOS/Windows) and integrations.

• Identity experience — SSO/OAuth/SAML/SCIM and how these show up in real customer environments.

• API fluency — comfortable inspecting and troubleshooting REST APIs and reading server/client logs to spot errors.

• Clear communicator — strong written and verbal skills; you can turn a messy customer problem into a crisp internal ticket.

• Calm under pressure — you can prioritize when 3 enterprise customers need help right now.

• Collaborative — happy to pair with PMs, engineers, CSMs, and founders; we’re a small, fast team.

• Scripting in Python, JavaScript/Type Script, or similar — enough to reproduce, mock, or validate issues.

• Familiarity with API testing tools (Postman, similar).

• Experience in a fast, AI/product-led environment where the product shipped every week and customers were in early/beta.

You’re not just answering tickets — you’re literally helping the biggest AI-native companies figure out how to standardize on Lovable (publishing, design systems, libraries, secure access). The things you see in the field will directly shape what we build next.