Customer Support Engineer

The engineer behind customer support. We run a self-hosted helpdesk with an AI agent on top of it, and you own that stack: the automations that take repetitive work off the team, the integrations that put order and device data in the ticket, the pipelines and dashboards that show where volume comes from. A growing share of the work is enterprise.

We sell Pocket into companies now, and B2B support runs on different rails - named accounts, SLAs, admin tooling, security reviews - and most of that layer doesn't exist yet. This is a hands-on role. You sit with the support team every day and you ship your own code.

• Our self-hosted helpdesk: uptime, upgrades, configuration, and the patches we contribute back upstream
• Automations and integrations that remove manual steps - routing, macros, ticket enrichment from our order, fulfillment, and device systems
• The AI support agent and the knowledgebase behind it: retrieval quality, evals, and pushing resolution rate up
• The support data layer: pipelines, models, and dashboards covering volume, contact drivers, deflection, CSAT, and team performance
• Analysis that turns ticket data into decisions - what's breaking, what it costs, what product needs to hear
• Enterprise support infrastructure: named-account routing, SLA tracking, admin and fleet-level views, and the workflows behind security reviews and compliance requests
• Account-level reporting for enterprise customers - deployment health, fleet status, usage - built once and used by support, sales, and the customer
• Internal tooling for the CS team. If something is missing, you build it

• You've owned a service in production end to end
• Strong with Type Script and SQL, and comfortable running and debugging a self-hosted app
• SQL well past the basics, and enough Python to do the analysis yourself
• You've built dashboards people use
• Hands‑on with LLM tooling - prompts, retrieval, evals. You can tell why an AI agent gave a bad answer and fix it
• You've built for business customers and you know what changes at that tier: admin roles, audit trails, SLAs, single sign‑on, data handling that survives a security review
• You work directly with non-technical people and turn vague operational problems into systems
• Bias to ownership. You find the manual step and delete it

Bonus points for:

• Time spent in or next to a support or ops team
• Enterprise support tooling: SLA engines, account hierarchies, SSO, SOC 2 or HIPAA workflows
• Shopify, helpdesk, or CRM API work
• Consumer hardware sold into companies

• Work directly with us and learn fast
• Direct impact on how the company operates day to day
• High‑trust, high‑responsibility environment
• Competitive compensation
• Scope to take on more as you earn it