Founding Customer Support Engineer

Blee

2d•$110,000 - $160,000•Hybrid

About The Position

Blee is hiring its first dedicated Customer Support Engineer. This role will own the support function, including resolving customer issues, building documentation, automation, and tooling to enable a growing customer base to find answers independently. The engineer will answer complex technical questions from legal, compliance, and marketing teams at large companies and translate these solutions into scalable resources like help center articles, FAQs, videos, automations, or product fixes. The goal is to ensure support volume grows slower than the customer base.

Requirements

3–6 years in technical support, support engineering, solutions engineering, or technical operations at a B2B SaaS company, or in an adjacent role where you built the tooling and process behind a customer-facing function
Evidence of what you have built – A knowledge base, an automation, an internal tool, or an AI workflow that measurably removed work. Be ready to walk us through one in detail
Hands-on experience with AI tooling and a point of view on where it helps and where it does not
Able to debug independently: reading logs, calling APIs, tracing an integration, and writing a query
Writing and video samples: documentation, guides, or walkthroughs you created

Nice To Haves

Experience in a regulated or compliance-adjacent domain, or in marketing operations, is a plus

Responsibilities

Own the support queue – First responder across every inbound channel, with clear ownership of response and resolution times
Resolve technical issues end to end – Reproduce the problem, diagnose it against logs, configuration, and integrations, and either fix it or hand engineering a clean, reproducible write-up
Explain the AI – Help customers understand why a check fired, what a ruleset is actually evaluating, and how their configuration shapes review output; turn each conversation into either a configuration change or a product ticket
Build the self-serve layer – A help center, FAQs, troubleshooting guides, and short video walkthroughs that customers can find without talking to us, kept current as the product changes
Automate the repeat work – Macros, triage and routing rules, AI agents over our documentation, and in-product guidance that take the highest-frequency questions out of the queue entirely
Close the loop with product and engineering – File issues with reproduction steps and cross-account impact, and push for fixes to whatever is generating the most tickets
Arm the rest of the team – Internal runbooks, escalation paths, and enablement so Customer Success and Implementation can resolve common issues without routing them to you
Help define the function – Severity levels, coverage model, response targets, and tooling stack; what you build here is what the next support hires inherit