Customer Engineer

Bland•San Francisco, CA

1d•$120,000 - $150,000•Onsite

About The Position

We’re a series B startup, and have raised $65 million from Emergence Capital, Y Combinator, and the founders of PayPal and Twilio. We have grown to a 60+ person team, and we serve customers like Better.com , by delivering the most friendly, helpful, and human-like AI phone agents in the world. Why this role exists We are looking for a detail-oriented and customer-obsessed Customer Engineer to join our customer team. In this role, you will be the go-to person for addressing customer issues, troubleshooting technical problems, and ensuring our users—including developers—have a seamless experience with Bland. You’ll work closely with internal teams to resolve challenges efficiently, advocate for the needs of both end-users and developers, and help foster a positive, informed developer community.

Requirements

3+ years of experience in technical customer support or a similar role.
Strong troubleshooting skills with a structured approach to solving technical problems.
Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.
Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.
Proficiency in using support ticketing systems, such as Plain, Intercom, or Zendesk.
Comfortable debugging production issues using tools like Datadog, including understanding customer impact and monitoring platform health.
Able to write accurate and complete SQL queries.
Experience working with Stripe or similar billing systems.
Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.
Basic JS experience, including operating in local or staging environments.
Positive and empathetic approach to customer and developer interactions, ensuring a high level of satisfaction.
You’re eager, creative, and passionate about helping developers love the product—someone who could have started in sales or support and learned to code, bringing a unique blend of communication skills and technical curiosity.

Nice To Haves

Have experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).
Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).
Have worked in a fast-paced SaaS environment, scaling support processes and adapting to growth.
Have contributed to developer-focused documentation or technical training materials.
Are skilled in analyzing support trends and using insights to enhance the customer experience, inform internal teams, and improve the developer journey.

Responsibilities

Serve as the primary point of contact for enterprise customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).
Triage, debug, and resolve technical issues across the platform, owning first pass investigation and driving tickets to resolution within the internal ticketing system.
Collaborate with internal teams, including our Forward Deployed Engineering and Engineering teams, to ensure timely issue resolution and incorporate developer feedback into product improvements.
Build and maintain internal dashboards and workflows that support day to day admin tasks, automate manual processes, and provide visibility into customer health, support performance, and revenue.
Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.
Develop and update support resources such as FAQs, troubleshooting guides, and knowledge base articles alongside developer-focused documentation, sample code, and tutorials.
Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.
Build and grow the self serve developer community through hands-on engagement, community channels, and occasional events or workshops.
Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.
Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported