Customer Support Engineer

Every company wants to become more customer-centric. At They Do, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.

Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team of 100+ They Doers represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture.

Our mission is clear:
Make journey management the most powerful business tool in the world.

If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.

When a customer hits a problem, someone has to own it end to end: understand it, reproduce it, fix it or route it, and keep everyone informed until it's resolved. You'll be the technical face of They Do for customers in North America.

You’ll work close to the Engineering team, day to day with QA engineers and developers - since that's where reproductions, escalations, and fixes actually land. Expect to be in their tools, their channels, and their rituals, not on the other side of a wall.

If ops-oriented
: every recurring conversation, handoff, or manual step is something you're expected to automate. We have AI across the stack and you can use all of it:
Fin and Intercom automations for support, n8n for workflow automation, Notion Agents and Slack AI where they fit, and AI development tooling (Claude Code, Cursor) to vibe-code your own utilities. We want to find someone who reaches for it by default rather than waiting for engineering to build it.

You’ll run two tracks in parallel, and both are full of automation opportunities.

Owning the path from "something's broken" to a bug report QA and engineering can act on.

• Handle incoming bug reports: collect the missing context, ask the right questions, get to a reliable reproduction
• File complete, well-scoped bugs to the engineering team - reproduction steps, environment, impact, affected customers
• Own status communication on escalated issues until they're resolved
• Spot patterns across reports and turn them into product feedback instead of repeat tickets
• Automate it: intake flows that gather context before a human ever reads the ticket, AI-assisted triage and duplicate detection, auto-drafted bug reports from conversation threads, dashboards that show what's breaking and where

Helping customers succeed with the technical side of the product, and enabling them so they need you less over time.

• Answer technical questions that may go beyond the help-center
• Deliver SSO/SCIM setup, integration activation, and workspace provisioning
• Set up integrations with customers' external systems, using the product's own capabilities and whatever else the job needs
• Build skills, commands, agents, and workflows for customers on existing product capabilities
• Run customer feedback sessions and route what you hear to product
• Automate it: self-serve setup guides and templates, reusable configuration playbooks, AI answers grounded in our docs, provisioning steps that run themselves

The balance between the two tracks shifts with what the business needs - some weeks are bug-heavy, others are enablement-heavy. You're expected to read that and prioritise accordingly.

• Train and improve Fin, our AI support agent, and keep its…