MTS - Support Engineer

The Context

For the last year, our core engineering team has built this entire agent platform from the ground up. Now, traffic and concurrent agent executions are scaling by orders of magnitude. Support volume scales with it. We need someone who keeps users unblocked and turns their pain into fixes without pulling core engineers off the roadmap.

You own the entire support surface and make it run itself. This spans:

• Live support: Real-time chat with users on Apple Messages for Business, our highest-touch channel.
• Ticketed support: Email and Zendesk queues, plus user reports surfacing through X and Discord.
• Bug management: Triage incoming issues, reproduce them, fix the small ones yourself, and dispatch the rest as precise Devin requests or clean escalations to engineering.
• Support automation: Build AI-driven workflows across all channels: auto-triage, deflection, routing, and macros. Every issue you see twice should become an automation.

We work mostly in Typescript and some Python, but lack of experience in these specific languages is not a deal breaker.

• Rigor under pressure. You hold live response times while working the bug queue. You can calm a frustrated user and root-cause their issue in the same conversation.
• Platform thinking. You design systems, not one-off replies. You build automations that solve today's ticket while killing ten future ones.
• Technical depth. You read code, reproduce bugs, and write repro steps engineers act on without follow-up questions.
• Low ego. The talent bar is high, but no important problem is beneath us.

If you don’t fit perfectly into a bucket, that’s fine. We care more about ownership and technical depth over specific labels.

Tell us what you are unusually good at, what support systems or automations you’ve built, and why it transfers here. Include a link to your Git Hub, an automation you’re proud of, or a breakdown of the hardest bug you’ve tracked down.