Founding CS Engineer
Lightfieldabout 3 hours ago
San Francisco, CA, USAMid Level / Senior
Base Salary
$170k - $195k/yr
Responsibilities
- Own the inbound support queue across Slack and email.
- Set and hold SLAs, triage, and define escalation criteria.
- Resolve technical tickets including workflow debugging and integration issues.
- Turn recurring tickets into documentation.
- Stand up the AI support agent to drive deflection.
- Maintain the knowledge base to ensure the agent can answer questions autonomously.
- Build internal tooling for customer self-service.
- Develop a health score model to predict retention and expansion.
- Deploy automated onboarding for new customers.
- Run proactive rescues on at-risk accounts.
- Document the Support and CS playbook.
- Build reporting metrics for leadership on retention and engagement.
- Own the product feedback loop to inform engineering.
Requirements
- A technical, customer-facing background in support engineering, solutions engineering, or CS Ops.
- Ability to handle real ticket volume and resolve technical issues.
- Experience in building documentation, automation, and tooling.
- Technical depth in scripting, API usage, and debugging integrations.
- Comfortable communicating with technical founders and quick to learn new tools.
- Bonus: experience with LLMs and AI agents or prior solo support ownership.
Benefits
- Competitive salary.
- Meaningful early equity.
- Health insurance (medical, dental, vision).
- 3 weeks of PTO.
- 11 paid company holidays plus a winter holiday break.
- 3 months of paid family leave.
- Wednesdays work from home.
- Regular team dinners, events, offsites, and retreats.
- 401k plan.
- Commuter and lunch stipend.