Customer Support Engineering Lead

Gradial•Seattle, WA

13h•$165,000 - $185,000

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. This role will 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 who wants to scope and architect a new system for scale, seeing support as an opportunity to build leverage. The individual will help shape how Gradial uses AI agents, tooling, and process to deliver a faster, smarter support experience, and over time, will 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.