Customer Support Engineer
OutsetAI-moderated research company
San Francisco, United StatesSenior
8VC
Y Combinator
Future Back Ventures by Bain & Company
Adverb Ventures
Rebel Fund
Genius Ventures
Software Engineering
About the role
TL;DR
Resolve technical customer issues, build support systems, and collaborate with engineering and product teams.
- •Outset is seeking a Customer Support Engineer to bridge the gap between customers and their product.
- •This role involves resolving inbound product and account issues, collaborating with engineering and product teams, and building scalable support systems.
- •Key Responsibilities Own the support queue end to end, resolving technical product and account inquiries with speed and accuracy.
- •Perform advanced troubleshooting, reproduce issues, review logs, and isolate problems.
- •Write reproducible bug reports and follow them through to resolution.
- •Build deep product expertise and raise the bar on product understanding internally and externally.
- •Requirements 4-8+ years in technical support, support engineering, or a similar technical customer-facing role.
- •Technical depth including reviewing logs and using SQL for debugging.
- •Hands-on experience configuring support platforms (Pylon, Zendesk, Intercom, Front, or similar).
- •Excellent communication skills for explaining technical problems to customers and engineers.
Required skills
SQLPythonJavaScript
Nice-to-have skills
Product ManagementUser Research
Domain expertise
aiproductivity
Tech stack
PythonJavaScriptSQLBashNode.jsReactAWSGoogle CloudAzureDockerKubernetesCI/CDGitLinuxJiraConfluencePostmanREST API