Customer Support Engineering Lead

Gradial•Seattle, WA

13h

About The Position

Gradial is hiring its first Customer Support Engineering Lead to own and automate the post-onboarding support experience for production customers. This is a customer-facing role for someone who can learn complex technical workflows quickly, resolve issues with urgency, and use AI tools and coding agents to make support triaging more scalable over time. You’ll partner closely with customers, Forward Deployed Product Managers, Product, and Engineering to improve how issues are triaged, resolved, and fed back into the product. This role is ideal for a builder; someone who wants to scope and architect a new system for scale. You should see support as an opportunity to build leverage. You’ll help shape how Gradial uses AI agents, tooling, and process to deliver a faster, smarter support experience. Over time, you’ll also build the team and scale the function.

Requirements

Experience working directly with customers in a technical support, solutions, implementation, or customer engineering role
Strong customer instincts and communication skills, with the ability to turn vague issues into clear next steps and keep customers confident throughout the process
Comfort working in technical systems and learning new tools quickly, including support platforms, ticketing workflows, and AI-native tooling
Experience using AI tools, LLM workflows, or coding agents to automate tasks, improve quality, or increase operational leverage
A systems-oriented mindset with a bias toward automation and continuous improvement
Ability to manage multiple issues at once while staying organized, responsive, and calm under pressure
Strong judgment on when to solve directly, when to automate, and when to escalate
Comfort working cross-functionally with customer-facing and technical teams in a fast-moving environment
Leadership skills and the ability to help define processes, raise standards, and support future team growth
High ownership and a willingness to step into ambiguous problems and drive them through resolution

Nice To Haves

Experience with Pylon, Linear, or similar support and engineering workflow tools
Experience in an early-stage startup or in a role where you helped build a function from scratch
Background in support engineering, forward deployed work, technical account management, or customer-facing operations with strong AI fluency

Responsibilities

Use coding agents and AI tools effectively to increase support leverage, reduce repetitive work, and improve resolution speed
Identify recurring friction points across customer tickets and turn them into clear product feedback for Product and Engineering
Own day-to-day support for production customers, managing issues that come in through Pylon with urgency, clarity, and strong customer communication
Triage technical issues, identify root causes, and route more complex bugs or product gaps into Linear with the context Engineering needs to move quickly
Step into customer calls when written support is not enough, building trust while driving issues toward resolution
Learn Gradial’s support patterns, workflows, and tooling deeply before improving and extending them through AI-powered automation
Build and refine low-code or no-code AI workflows that help classify, route, prioritize, and respond to incoming support requests
Partner with FDPMs and cross-functional teams to improve the handoff from onboarding to post-go-live support
Help define best practices, playbooks, and operating rhythms for a support function that will scale with the business
Help support future team growth by contributing to hiring, raising standards, and building strong leadership foundations for the function