Customer Support Engineer

TheyDo

4d•$130,000 - $150,000•Remote

About The Position

Help fix customer-centricity at scale. Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact. Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team of 100+ TheyDoers represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture. Our mission is clear: Make journey management the most powerful business tool in the world. If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together. The role When a customer hits a problem, someone has to own it end to end: understand it, reproduce it, fix it or route it, and keep everyone informed until it's resolved. You'll be the technical face of TheyDo for customers in North America. You'll work close to the Engineering team, day to day with QA engineers and developers - since that's where reproductions, escalations, and fixes actually land. Expect to be in their tools, their channels, and their rituals, not on the other side of a wall. Answering tickets one by one doesn't scale, and we don't want it to. This role is deliberately ops-oriented: every recurring conversation, handoff, or manual step is something you're expected to automate. We have AI across the stack and you can use all of it: Fin and Intercom automations for support, n8n for workflow automation, Notion Agents and Slack AI where they fit, and AI development tooling (Claude Code, Cursor) to vibe-code your own utilities. We want to find someone who reaches for it by default rather than waiting for engineering to build it. You'll run two tracks in parallel, and both are full of automation opportunities. Track 1: Bug support Owning the path from "something's broken" to a bug report QA and engineering can act on. Handle incoming bug reports: collect the missing context, ask the right questions, get to a reliable reproduction Reproduce issues yourself, when possible using browser dev tools, network traces, logs, and API calls File complete, well-scoped bugs to the engineering team - reproduction steps, environment, impact, affected customers Own status communication on escalated issues until they're resolved Spot patterns across reports and turn them into product feedback instead of repeat tickets Automate it: intake flows that gather context before a human ever reads the ticket, AI-assisted triage and duplicate detection, auto-drafted bug reports from conversation threads, dashboards that show what's breaking and where Track 2: Product support Helping customers succeed with the technical side of the product, and enabling them so they need you less over time. Answer technical questions that may go beyond the help-center Deliver SSO/SCIM setup, integration activation, and workspace provisioning Set up integrations with customers' external systems, using the product's own capabilities and whatever else the job needs Build skills, commands, agents, and workflows for customers on existing product capabilities Run customer feedback sessions and route what you hear to product Automate it: self-serve setup guides and templates, reusable configuration playbooks, AI answers grounded in our docs, provisioning steps that run themselves The balance between the two tracks shifts with what the business needs - some weeks are bug-heavy, others are enablement-heavy. You're expected to read that and prioritise accordingly. Make support scale (the through-line) Train and improve Fin, our AI support agent, and keep its answers honest and current Collect and provide feedback on how product can improve the help-center Own our support systems: Intercom workflows, automations, tagging, ticketing, escalation paths — and the handoffs into the tools around them (Salesforce, Vitally) where customer and account context needs to stay in sync Own first-response SLAs for the North American region, including the reporting on them Turn recurring requests into run books, automation, and product feedback

Requirements

Experience in a technical customer-facing role at a B2B SaaS: support engineering, implementation, technical onboarding, or support ops
An automation instinct. When you do something twice, your first thought is how to not do it a third time
Comfortable building automations across tooling like Intercom and Fin, n8n, and Notion Agents or Slack AI where they fit — and using AI as a daily working partner
Hands-on experience with SSO protocols (SAML, OIDC, SCIM), or the ability to pick them up fast
Clear writing: you can turn a vague complaint into a reproducible bug report, and explain a technical issue to a non-technical customer
Ownership: you decide what needs attention, you don't wait for a queue

Nice To Haves

experience with Intercom, Linear, or AI support agents, and ideally adjacent tooling like Salesforce or Vitally
coding experience (vibe-coding very much counts): you can build your own tooling - small scripts, internal utilities, glue between systems with AI development tooling like Claude Code, Cursor, or OpenRouter
solid web fundamentals: browser dev tools, APIs, auth flows, how client-server application work

Responsibilities

Handle incoming bug reports: collect the missing context, ask the right questions, get to a reliable reproduction
Reproduce issues yourself, when possible using browser dev tools, network traces, logs, and API calls
File complete, well-scoped bugs to the engineering team - reproduction steps, environment, impact, affected customers
Own status communication on escalated issues until they're resolved
Spot patterns across reports and turn them into product feedback instead of repeat tickets
Automate it: intake flows that gather context before a human ever reads the ticket, AI-assisted triage and duplicate detection, auto-drafted bug reports from conversation threads, dashboards that show what's breaking and where
Answer technical questions that may go beyond the help-center
Deliver SSO/SCIM setup, integration activation, and workspace provisioning
Set up integrations with customers' external systems, using the product's own capabilities and whatever else the job needs
Build skills, commands, agents, and workflows for customers on existing product capabilities
Run customer feedback sessions and route what you hear to product
Automate it: self-serve setup guides and templates, reusable configuration playbooks, AI answers grounded in our docs, provisioning steps that run themselves
Train and improve Fin, our AI support agent, and keep its answers honest and current
Collect and provide feedback on how product can improve the help-center
Own our support systems: Intercom workflows, automations, tagging, ticketing, escalation paths — and the handoffs into the tools around them (Salesforce, Vitally) where customer and account context needs to stay in sync
Own first-response SLAs for the North American region, including the reporting on them
Turn recurring requests into run books, automation, and product feedback