Lead Technical Support Engineer

Happyrobot Inc.

80d

About The Position

We’re looking for a Lead Technical Support Engineer to be the bridge between our customers and our tech. You’ll be the first person users turn to when something breaks—or when they’re just a little confused. You’ll work closely with engineering, product, and ops to fix bugs, improve workflows, and make our AI workers smarter and more reliable. This is a high-trust, high-impact role. You’ll own customer-facing troubleshooting, root cause investigations, and escalations. You’ll turn noise into signal, helping the whole company learn faster from user pain. If you love solving puzzles, calming chaos, and making things just work, this one’s for you.

Requirements

3+ years of experience in a technical support, solutions engineering, or SRE-like role
Comfort working with APIs, logs, databases, and modern web stacks (we use Python, JSON, Postgres, etc.)
Clear, calm written communication — especially when customers are stuck or frustrated
Curiosity and grit — you’ll go deep to figure out what’s actually going wrong
High ownership mentality — if something is broken, you fix it or escalate it fast
Comfort juggling a mix of tickets, tools, and ad hoc problem-solving every day

Nice To Haves

Experience with support platforms like Intercom, Linear, or Zendesk
Ability to write scripts or tooling (in Python, Bash, or similar) to automate repetitive workflows
Exposure to observability tools like Sentry, Datadog, or Grafana
Experience supporting AI/ML, data-intensive systems, or developer-facing tools
Previous work in logistics, operations tech, or comms-heavy B2B platforms