Support Systems Engineer

Job summary

Responsibilities

Open to hiring remote across North America and London — we also have offices in NYC, San Francisco, Seattle, and London.

• Own the AI support agent, our ticketing system and other Support tools end to end: authentication (JWT), response logic, routing, escalation paths and tone, tested in staging…
• Ship daily product changes that remove ticket volume. Recent example: extending automatic refund eligibility to one-click credit purchases, accidental upgrades and month-based…
• Build and maintain internal CX tooling as real software, not one-offs: scripts, jobs, dashboards, admin surfaces
• Run QA and evals with real test suites and pass/fail rubrics, plus monitoring and alerts for outages, bugs and volume spikes
• Own releases: staged rollouts, a regression suite before every ship, clear rollback criteria, a writeup when something reaches production

What they're looking for

• 5+ years in Customer Experience, Support Engineering or Support Operations, with real time spent writing code
• You ship production code in codebases you didn't write: read TypeScript, trace logic through someone else's service, put up a PR that survives review.
• Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals
• SQL experience. You own the reporting, so you shouldn't be waiting on Analytics for it
• Code-level experience with a billing or payments API: invoices, prorations, refunds. A large share of consumer tickets live here

Tech stack

• TypeScript
• Node.js
• AWS
• SQL