Founding Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the support queue as the primary responder for all inbound channels, ensuring clear accountability for response and resolution timelines.

• Address technical issues from start to finish by replicating problems, analyzing logs, configurations, and integrations, and either resolving the issues or providing Engineering with a thorough, reproducible report.

• Clarify AI checks, rulesets, and the implications of configurations to customers, transforming discussions into configuration modifications or product tickets.

• Develop and sustain a self-service platform that includes a help center, FAQs, troubleshooting manuals, and brief video tutorials.

• Streamline repetitive tasks using macros, triage and routing protocols, AI agents for documentation, and in-product guidance.

• Complete the feedback loop with Product and Engineering by documenting issues with reproduction details and multi-account impacts, advocating for resolutions.

• Produce internal runbooks, escalation procedures, and training for Customer Success and Implementation teams.

• Establish support severity classifications, coverage models, response objectives, and tooling frameworks.

• Report directly to the Head of Customer Success while working collaboratively with Engineering, Product, Customer Success, and Implementation teams.

• Provide support to customers' legal, compliance, and marketing departments.

⛳️ Requirements

• 3–6 years of experience in technical support, support engineering, solutions engineering, or technical operations within a B2B SaaS company, or a similar role where you developed the tools and processes for a customer-facing function.

• Proven track record of contributions, such as a knowledge base, automation processes, internal tools, or AI workflows that significantly reduced workload.

• Practical experience with AI tools, along with insights on their effectiveness and limitations.

• Proficient in independent debugging by reviewing logs, making API calls, tracing integrations, and crafting queries.

• Writing and video samples, including documentation, guides, or tutorials produced by the applicant.

• Experience in a regulated or compliance-related field, or in marketing operations, is advantageous.

• Candidates for positions based in the US must have the authorization to work for any employer.

• Blee is currently unable to sponsor or manage employment visa sponsorship.

🏝️ Benefits

• Competitive salary and equity compensation.

• Bi-annual team gatherings.

• Comprehensive coverage for medical, dental, and vision insurance.

• Complimentary access to OneMedical (US Only).

• Company-funded life insurance (US Only).

• Company-sponsored 401k plan with matching (US Only).

• Flexible time-off policy (with a minimum of 15 mandatory days off).

• Financial assistance for work-related learning opportunities.

• Quarterly off-site events.

• Opportunities to collaborate with other offices when necessary.

• Remote work options available for suitable candidates.