Product Support Engineer

Centralize•San Francisco, CA

5d•Hybrid

About The Position

Centralize Enterprise sales runs on relationships, and every tool built to manage them is a database from 2005. Reps lose seven-figure deals because they can't see who actually matters inside an account. We're building the system of intelligence that replaces the CRM. Centralize is the relationship intelligence platform for enterprise revenue teams. Companies like Webflow, Decagon, Elevenlabs, Brex, Cognition, and LangChain use us to close their largest deals. We've grown 5x since last year, and customers are pulling us forward faster than we can ship. We’ve raised a Series A led by NEA, bringing our total funding to $18M+ alongside Salesforce Ventures, Y Combinator, and operators including Stewart Butterfield (Co-Founder & CEO, Slack), Cal Henderson (Co-Founder & CTO, Slack), and sales leaders from Figma, Box, Dropbox, Anthropic, and Notion. Centralize was founded by Rachit Kataria, a founding engineer on Facebook Shops who helped scale it to 250M MAUs, and Will Wang, who led the launch of Slack Huddles, the fastest-growing product in Slack's history. The role This is a unique opportunity to stand up the support function at Centralize from scratch. You'll own our customer support channels end to end, and the team will look to you for more than just fast, helpful responses. You'll also be a source of product feedback, roadmap input, and process ideas as we build support out for the first time.

Requirements

2+ years of experience, ideally technical support, customer engineering, or a similar customer-facing technical role at a fast-growing SaaS or tech company.
Comfortable being the first point of contact for customers.
Technical enough to dig into logs and an unfamiliar codebase to help diagnose issues.
Exceptional written and verbal communication.
High agency. You see a problem and move on it rather than waiting to be told, and you're comfortable owning a queue of open issues across channels and driving them to resolution.
Remote or hybrid in the United States.
Extremely strong written & verbal communication skills.
Comfortable regularly interacting with customers over chat and video.
Technical background and appetite is a big plus.
High agency, run-through-walls attitude.

Responsibilities

Answer customer questions about the product, spanning a wide range of topics.
Write and update knowledge base content, including troubleshooting guides, feature explainers, and more.
Use Centralize every day, give feedback, and help influence the roadmap.
Work closely with engineering to fix bugs and troubleshoot issues.
Help develop a scalable support process.
Stay ahead of the curve and level up our processes with AI.