Customer Support Engineer

Manifold AI•Newton, MA

2d•Hybrid

About The Position

Manifold is the AI platform for life sciences, accelerating life-changing medicines to patients. Our products speed up workflows in areas from target identification and clinical development to market access and precision medicine in the clinic, while maintaining the governance life sciences requires. Global companies and premier research institutions use Manifold to operate faster and more effectively. Backed by leading investors including Reach Capital, TQ Ventures, Calibrate Ventures, SilverArc Capital, and Industry Ventures, Manifold serves tens of thousands of users across hundreds of organizations globally. About the Role We're looking for a Customer Support Engineer who is technically sharp, customer-obsessed, and excited to be on the front line of an AI-native platform. As part of Manifold’s Professional Services team, you'll be the primary support contact for our customers and will deliver exceptional services by resolving technical issues, owning engineering tasks, and ensuring a positive experience with our platform. The ideal candidate will be adept at maintaining focus and professionalism while navigating escalated or demanding customers, be able to balance competing priorities, be excited about new ways to deploy agentic AI in both customer and support workflows, and aim to become a configuration and support engineering expert on Manifold’s product suite. This is a high-agency, high-impact position for someone who moves fast, builds AI into how they work, and cares deeply about the outcomes on the other side of every customer interaction.

Requirements

Experience in a customer-facing support or technical engineering role at an AI-native or SaaS company; High-growth, early-stage experience is a strong plus.
Customer obsession. You love working with customers, resolving their issues, and ensuring a delightful platform and service experience.
Excellent communication skills. You are transparent, empathetic, and can concisely relay key facts. You distill complex technical concepts to end users, and translate customer requests to technical requirements and resolution.
Collaborative mindset. You work well as part of a team, and can build partnerships and trust across teams.
Technical depth. You are skilled at monitoring logs, updating configurations, troubleshooting user platform and data access issues, surveilling data pipelines, diagnosing bugs, and more.
You don't use AI occasionally, you've built it into how you work. You're curious about new tools, resourceful in applying them, and have concrete examples of how AI changed your output.
You're energized by opportunities to operationalize agents in new workflows.
You identify what needs to happen and make it happen. You've fixed broken processes you'll didn't own, and you measure your work by what outcomes you drove.
You've done your homework on what it means to accelerate life sciences research and you can articulate why that mission matters to you.
You move fast, make sound calls with the information available, and reset quickly when things don't go as planned.

Responsibilities

Provide timely, professional resolution to customer technical issues, requests, and questions.
Troubleshoot and resolve technical issues by diagnosing root causes and providing effective solutions.
Help lead the evolution of Manifold's support function by evolving support processes and deploying new tools, with an AI-Agent first mindset.
Deliver high quality support-owned engineering tasks such as: configuration changes, debugging integrations, improving automations, kicking off data ingestions and more.
Proactively monitor system health and performance metrics to identify issues before they impact users.
Monitor and maintain customer data pipelines and technical workflows.
Become an expert on Manifold’s platform.
Assist in building Manifold’s customer and internal knowledge hub.
Identify trends in support issues and propose systematic solutions.
Collaborate with cross-functional teams to provide timely customer resolution, relay customer feedback, improve platform adoption and user experience, and drive customer satisfaction.
Continually improve the customer experience through feedback, process improvement, and innovation.