Product Support Engineer

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About The Position

We’re building the AI execution layer for modern hiring - we take the manual, fragile work of interview coordination and turns it into a reliable system teams can actually trust. Our customers are enterprise recruiting and talent operations teams who depend on our product every day. When something breaks, it matters. When something is unclear, it slows real people down. Support is not an afterthought here - it’s part of the product. This is a unique opportunity to help stand up and shape product support at an early-stage enterprise SaaS company. As our first Product Support Engineer, you’ll work directly with customers, engineering, and customer success to resolve issues, improve reliability, and make the product easier to use over time. You’ll be expected to go beyond closing tickets — we’ll rely on you for product feedback, pattern recognition, and process improvement. You won’t be writing production code, but you will need to think like an engineer: debugging systems, reproducing issues, and clearly communicating what’s happening and why. This role is ideal for someone early in their career who wants to deeply understand how a real B2B product works in the wild.

Requirements

You’re excited to learn the ins and outs of a complex, evolving B2B product
You are comfortable using AI to make you 10x more efficient
You enjoy getting into the weeds of technical problems
You’re curious and persistent when debugging unclear issues
You take pride in clear, thoughtful communication with customers
You value ownership and follow-through over speed for speed’s sake
You’ve supported B2B SaaS customers before (SMB or enterprise)

Responsibilities

Investigate customer-reported issues across product workflows, integrations, and configurations
Reproduce bugs in staging or production environments
Read logs, inspect system behavior, and identify likely root causes
Communicate clearly and calmly with customers while issues are being worked through
Escalate issues to engineering with high-quality context (what happened, why it matters, how to reproduce)
Work closely with engineers to close the loop once issues are resolved
Surface recurring issues, edge cases, and UX friction to inform product improvements
Leveraging AI, write and maintain troubleshooting guides, internal runbooks, and customer-facing documentation
Help develop scalable support processes as volume grows
Look for ways to reduce repeat issues through better tooling, docs, or product changes
Take ownership of problems end-to-end instead of quickly handing them off
Ask “why does this keep happening?” - not just “how do we close this ticket?”
Contribute ideas that improve support quality, speed, and customer confidence