MTS - Support Engineer

Interaction • Palo Alto, CA

7d

About The Position

We are seeking a Support Engineer to own the entire support surface and make it run itself. This role involves managing live support through channels like Apple Messages for Business, handling ticketed support via email and Zendesk, and triaging bug reports from various platforms. A key aspect of this role is building AI-driven automation workflows to handle triage, deflection, routing, and macros, ensuring that recurring issues are addressed through automation. The ideal candidate will have strong technical depth, a platform-thinking mindset, and the ability to perform under pressure. While experience with Typescript and Python is a plus, it is not a strict requirement.

Requirements

• Rigor under pressure: ability to maintain live response times while managing the bug queue.
• Excellent communication skills: ability to calm frustrated users and root-cause issues.
• Platform thinking: ability to design systems and build automations that solve current and future problems.
• Technical depth: ability to read code, reproduce bugs, and provide clear repro steps for engineers.
• Low ego: willingness to tackle any problem, regardless of perceived importance.
• Ownership and technical depth are valued over specific labels or pedigree.

Nice To Haves

• Experience with Typescript.
• Experience with Python.

Responsibilities

• Manage live support via Apple Messages for Business.
• Handle ticketed support through email and Zendesk queues.
• Triage incoming issues from platforms like X and Discord.
• Reproduce bugs and fix smaller issues independently.
• Dispatch complex issues as precise Devin requests or clean escalations to engineering.
• Build AI-driven automation workflows for auto-triage, deflection, routing, and macros.
• Automate recurring issues to improve efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed