Founding Customer Support Engineer - AI Start-up in NYC (Growing at over 200% YoY)

Zearch are assisting a high growth, Series A B2B (Artificial Intelligence) AI company in New York City that are hiring the founding Customer Facing Engineer (Technical/Customer Support Engineer)

About the Role:

We’re looking for a Customer Support Engineer to be the first point of contact for customer inquiries, troubleshooting issues and escalating complex cases. This role blends technical support with customer success—more technical than a traditional CSM but not a full engineer. The ideal candidate is a proactive junior developer eager for direct exposure to the CTO, with strong problem-solving skills and a drive to automate and optimize support processes.

This will suit someone with Scrappy start up experience that wants to better their career and craft the Post Sales customer journey at one of the fastest growing AI companies on the planet.

What You’ll Do:

• Manage and resolve technical support requests to ensure a seamless user experience.
• Field 80% of technical inquiries, resolving 20% independently and escalating complex issues.
• Troubleshoot software issues via phone, email, and chat, collaborating with engineering when necessary.
• Automate and improve support processes to enhance efficiency.
• Own and maintain internal documentation, FAQs, and knowledge base.
• Identify patterns in user feedback to improve product features and support processes.
• Assist users with platform navigation, integrations, and troubleshooting.
• Work closely with engineering and product teams to optimize user experience.
• Field 80% of technical inquiries, resolving 20% independently and escalating complex issues.
• Troubleshoot software issues via phone, email, and chat.
• Automate and improve support processes to enhance efficiency.
• Assist users with platform navigation, integrations, and troubleshooting.
• Maintain internal documentation and FAQs.
• Collaborate with engineering and product teams to enhance the user experience.

What We’re Looking For:

• 1-2 years of experience in tech support, customer success, or a related role.
• Programming experience (bootcamp or equivalent) with debugging and scripting knowledge.
• Strong problem-solving skills and a proactive, ‘on-the-ball’ attitude.
• Experience maintaining knowledge bases and improving support workflows.
• Excellent communication skills with a customer-first mindset.
• Ability to analyze user feedback and contribute insights to product development.
• 1-2 years of experience in tech support, customer success, or a related role.
• Programming experience (bootcamp or equivalent) with debugging and scripting knowledge.
• Strong problem-solving skills and a proactive, ‘on-the-ball’ attitude.
• Excellent communication skills with a customer-first mindset.

Why Join Us?

• Be part of a fast-growing AI startup disrupting the sales industry.
• Work alongside a talented and driven team.
• Gain direct exposure to the CTO and AI-powered technology.
• Opportunities for growth as we expand our support team.