Senior Customer Support Engineer
Core
Senior technical support lead for developer customers integrating SDKs, APIs, and webhooks, focusing on debugging, onboarding, and building the support function from scratch.
Role type
Senior Customer Support Engineer (Developer Experience)
Builds
Developer onboarding flows, support runbooks, AI-driven triage workflows, and feedback loops to Product/Engineering.
Domain
B2B SaaS, Authentication & Identity, Developer Tools
Deliverable
client delivery
Required skills
Debugging complex API integrations, writing code in Python/JS/TS/Go, using curl/Postman/SQL, building internal automation tools, designing support processes (runbooks/SLAs), proactive account management
Preferred skills
Experience scaling support functions from 0 to 1, managing developer communities (Discord/Slack), implementing AI workflows for ticket triage
Technologies
Python, JavaScript/TypeScript, Go, curl, Postman, SQL, Datadog, Grafana, Claude, GPT
Responsibilities
Triage and resolve technical issues for developer customers integrating SDKs and APIs; Onboard new customers and partner with Sales/Engineering for smooth integration; Proactively monitor key accounts to optimize usage and identify integration patterns; Build foundational support processes including runbooks, on-call rotations, and escalation paths; Reproduce customer issues by analyzing code and logs to provide precise solutions; Partner with Engineering/Product to fix recurring issues at the source; Implement AI workflows to automate triage and improve response times
Seniority
Senior, hands-on IC with process ownership