Founding SaaS Technical Support Engineer

Founding SaaS Technical Support Engineer

Compensation: $130K-$180K + Competitive Equity
Location: San Francisco (Hybrid, 3 days/week in-office)

Who Are We?

Were a fast-growing SaaS startup building world-class tools for technical and non-technical teams alike. We believe customer support isn't just a cost center its a competitive advantage. As we scale, we need a leader to take our Support function to the next level: optimizing processes, improving customer outcomes, and scaling a team that's already known for its hustle and smarts.

What's in It for You?

• Impact from Day One: You'll own a core function that directly affects retention, upsell, and customer satisfaction.

• Career Growth: Step into a player-coach role with a clear path to building and managing a high-performing team.

• Equity Upside: Competitive equity in a fast-scaling, product-led startup.

• Cutting-Edge Tools: Work with tools like Pylon and Zendesk, and lead initiatives that leverage AI for smarter, faster support.

• Tight-Knit Team: Collaborate daily with engineers, PMs, and growth leaders who care deeply about customer experience.

What Will You Do?

Optimize Support Workflows

• Redesign ticket flows, macros, triggers, and SLAs across tiers (Basic, Standard, Growth).

• Maintain triage boards and dashboards for NPS, trends, and high-severity issues.

• Implement tagging and classification systems for bugs, features, and escalations.

Build Technical Depth

• Become a subject matter expert in the product's technical internals.

• Lead the team in debugging complex issues using HTML, JS, and CSS.

• Partner with Engineering and Product to escalate, prioritize, and resolve bugs.

Manage & Scale the Team

• Oversee a global team of 9+ agents across multiple support tiers and time zones.

• Run shift planning, performance reviews, and productivity analysis.

• Foster a high-accountability, high-collaboration culture.

Champion Knowledge & Automation

• Continuously improve help center content, internal runbooks, and training documentation.

• Leverage AI and automation to improve deflection and first-contact resolution.

• Build agent feedback loops to drive content and process improvements.

What Will You Need?

• 4+ years of experience in technical product support, product implementation, or related technical roles.

• Strong hands-on debugging skills (HTML, JS, CSS) and a bias toward self-sufficiency.

• Deep knowledge of SaaS tools and ecosystems especially Zendesk, Pylon, or similar.

• Experience managing support teams (bonus if you've worked with offshore contractors).

• Proven ability to thrive in early-stage, fast-paced environments.

• Clear communicator with a strategic mindset you see support as a growth lever, not just a cost center.

Bonus Points

• Youve worked at or founded an early-stage startup (Series A or earlier).

• Background in no-code/low-code platforms (Replo, Webflow, etc).

• Experience with Figma or an eye for UX/design.

• Track record of building processes from scratch not just maintaining systems someone else built.

Please note:
Visa sponsorship is not available at this time. This is a hybrid role with at least 3 days/week expected in the San Francisco office.

Ready to build a support function that actually supports the business? Lets talk.