Product Support Engineer

We’re building the AI execution layer for modern hiring - we take the manual, fragile work of interview coordination and turns it into a reliable system teams can actually trust.

Our customers are enterprise recruiting and talent operations teams who depend on our product every day. When something breaks, it matters. When something is unclear, it slows real people down. Support is not an afterthought here - it’s part of the product.

This is a unique opportunity to help stand up and shape product support at an early-stage enterprise SaaS company.

As our first Product Support Engineer, you’ll work directly with customers, engineering, and customer success to resolve issues, improve reliability, and make the product easier to use over time. You’ll be expected to go beyond closing tickets — we’ll rely on you for product feedback, pattern recognition, and process improvement.

You won’t be writing production code, but you will need to think like an engineer: debugging systems, reproducing issues, and clearly communicating what’s happening and why.

This role is ideal for someone early in their career who wants to deeply understand how a real B2B product works in the wild.

• Investigate customer-reported issues across product workflows, integrations, and configurations

• Reproduce bugs in staging or production environments

• Read logs, inspect system behavior, and identify likely root causes

• Communicate clearly and calmly with customers while issues are being worked through
  

• Escalate issues to engineering with high-quality context (what happened, why it matters, how to reproduce)

• Work closely with engineers to close the loop once issues are resolved

• Surface recurring issues, edge cases, and UX friction to inform product improvements
  

• Leveraging AI, write and maintain troubleshooting guides, internal runbooks, and customer-facing documentation

• Help develop scalable support processes as volume grows

• Look for ways to reduce repeat issues through better tooling, docs, or product changes
  

• Take ownership of problems end-to-end instead of quickly handing them off

• Ask “why does this keep happening?” - not just “how do we close this ticket?”

• Contribute ideas that improve support quality, speed, and customer confidence
  

• Not a call-center or script-based support role

• Not a passive ticket triage position

• Not a sales or account management role

• Not a traditional software engineering role shipping product code
  

If your instinct is to immediately tag engineering without trying to understand the issue deeply, this likely won’t be a good fit.

• You’re excited to learn the ins and outs of a complex, evolving B2B product

• You are comfortable using AI to make you 10x more efficient

• You enjoy getting into the weeds of technical problems

• You’re curious and persistent when debugging unclear issues

• You take pride in clear, thoughtful communication with customers

• You value ownership and follow-through over speed for speed’s sake

• You’ve supported B2B SaaS customers before (SMB or enterprise)
  

• You prefer highly scripted support environments

• You want to close tickets as quickly as possible without deep investigation

• You’re uncomfortable working across ambiguity in an early-stage product

• You’re looking for a role with minimal customer interaction

• Customers feel supported, informed, and confident

• Engineers receive clear, actionable bug reports

• Issues are resolved with less back-and-forth

• Support becomes a source of product insight, not just noise

• You’re trusted internally as the bridge between customers and the product
  

Support is part of how our product earns trust. This role will directly influence customer retention, product quality, and how the company scales.

If you want to be early, hands-on, and close to the real problems - this is that role.