Customer Experience Engineer (San Francisco)

Granola•San Francisco, CA

2d•Onsite

About The Position

At Granola, we're rethinking what customer support looks like at an AI-native company. Our CX team is highly technical, deeply empowered, and works directly in the codebase. We don't believe in ticket queues and band-aid fixes. We believe in getting to the root cause, shipping the fix, and making the product better in the process. You'll be among our first hires in San Francisco. We're looking for a Customer Experience Engineer who wants to push the boundary of what great technical support looks like. You won't just escalate tickets to our product engineers, you'll work alongside them in improving the product and our own tooling.

Requirements

Experience in a technical support or engineering capacity. You've read logs, navigated complex data models, and debugged complex issues before.
Comfortable making small code changes in a real codebase (not just scripts).
Hands-on with: SQL, AWS/Cloudwatch (or similar), log analysis tools, customer support platforms (Plain, Zendesk, Intercom, or similar), AI-assisted coding IDEs/agents.
You use AI tools every day and have strong opinions about how to get the best out of them.
You're comfortable using AI tools to augment your skillset. Cursor is our default, but if you are more comfortable with something else we want to hear about it.
You understand what AI gets wrong and know when to trust it and when not to.
You can put yourself in a confused user's shoes and explain not just what broke, but why it was confusing in the first place.
You spot patterns across support issues and connect them to product improvements without being asked.
You communicate clearly with both technical and non-technical audiences. You can empathise and adjust accordingly through the whole journey to solve an issue.
You'll be working without established runbooks. You'll need to build them and use your own judgement when solving problems
You don't wait for perfect information or extensive direction before taking ownership.
You thrive when no two days are the same and priorities shift quickly.
Low ego, high ownership. You care about the outcome, not the credit.
Relentlessly curious. You won't rest until you understand why something happened.
Genuinely excited about Granola. You’re curious enough to explore the product, develop your own point of view, and push us to make it better

Nice To Haves

AWS experience beyond Cloudwatch.
You tinker. Personal projects, side tools, "vibe coding" for fun.
Experience in a startup or early-stage environment where you had to build a process from scratch.

Responsibilities

Own technical escalations. You'll take our more complex tickets that need a deep dive, owning the responses to the user as well as the investigation.
Dig deep into issues using Cloudwatch logs, console logs, SQL queries, Amplitude analytics, and Retool dashboards.
Ship fixes directly. Use Cursor and AI-assisted tooling to make code changes and resolve customer issues without waiting on product engineers.
Build internal tooling and infrastructure that make the whole CX team more effective.
Run point on technical and high-priority customer issues. Triage tickets, respond in their preferred channels, and join calls to diagnose problems quickly and drive them to resolution.
Be the bridge to engineering. Document bugs with detailed technical context, identify patterns, and drive product improvements.
Write documentation so the team (and our AI agents) can resolve similar issues faster next time.

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