Support Engineer, Automation
About The Position
We're looking for a hybrid engineer-architect obsessed with scaling. This role is about building the systems behind world-class support, shifting our small team to proactive, automated resolution. You will design the infrastructure, validated workflows, and internal content architecture that empower our agents and users. Critically, you will design and build AI agents and high-impact content to automate resolutions and ensure our team has the tools to solve any high-stakes legal AI technical hurdle accurately and instantly. Why This Role Matters Our platform handles sophisticated legal work for over 1,300 companies. To keep pace with our 10x growth, every answer must be precise and instantly available. You will be crafting the scalable systems—from automated workflows to AI agents and expert content—that make "complex" feel "simple" for both our customers and our internal team. This role ensures that every interaction is backed by technical excellence, automation, and reliable content.
Requirements
- 3+ years of experience in a Support Engineering, DevOps, or Full-stack role.
- Technical Proficiency: Strong expertise in JavaScript/TypeScript and Node.js.
- Infrastructure Mindset: Experience working with cloud platforms (GCP preferred) and understanding how to build scalable internal systems.
- Workflow Architect: A track record of designing and documenting validated technical processes or automation.
Nice To Haves
- Experience with AI/LLM integrations and troubleshooting prompt-related issues.
- Background in building secure, compliant systems (SOC2, GDPR).
- Experience with modern ORMs and API design.
- Familiarity with legal tech or high-growth B2B SaaS.
Responsibilities
- Infrastructure Design: Build and maintain the technical infrastructure used by the support organization to diagnose and resolve platform issues.
- Workflow Automation & Content Strategy: Design and validate automated workflows and internal/external content paths to ensure support responses are fast, technically accurate, and highly scalable.
- Internal Tooling: Develop internal dashboards, diagnostic tools, and integrations (using React, Node.js, and GCP) to give agents deeper visibility into system performance.
- Technical Enablement: Act as the technical "Force Multiplier" for the support team, mentoring agents on the inner workings of the GCAI platform.
- Feedback Loop: Partner with Product and Engineering to turn common support friction points into permanent product fixes.
Benefits
- Competitive Package: Salary, equity, and excellent benefits
- Flexible Environment: Remote-friendly (USA/Canada) with hybrid options in San Mateo, CA or Provo, UT
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
