MTS - Support Engineer

Interaction • Palo Alto, CA

7d

About The Position

We’re the makers of Poke.com, a proactive AI agent for everyday life. Interaction is a $300M consumer company backed by $27M from General Catalyst and angels such as Guillermo Rauch (Vercel), Scott Wu (Cognition), Patrick and John Collison (Stripe), Fred Ehrsam (Coinbase), Ken Howery (Co-Founder of PayPal and Founders Fund), and many others. For the last year, our core engineering team has built this entire agent platform from the ground up. Now, traffic and concurrent agent executions are scaling by orders of magnitude. Support volume scales with it. We need someone who keeps users unblocked and turns their pain into fixes without pulling core engineers off the roadmap. We only care about technical depth, obsession with your craft, and how well you can build alongside us. Our current team is strongly connected and talent-dense, with backgrounds from Jane Street, MIT/Stanford research, and International Olympiads, but we care more about experience building than your pedigree.

Requirements

• Rigor under pressure: ability to hold live response times while working the bug queue.
• Ability to calm a frustrated user and root-cause their issue in the same conversation.
• Platform thinking: design systems, not one-off replies; build automations that solve today's ticket while killing ten future ones.
• Technical depth: ability to read code, reproduce bugs, and write repro steps engineers act on without follow-up questions.
• Low ego: willingness to tackle any important problem.
• Experience building support systems or automations.
• Ability to track down difficult bugs.

Nice To Haves

• Experience with Typescript and Python (though not a deal breaker).

Responsibilities

• Own the entire support surface and make it run itself.
• Provide real-time chat support with users on Apple Messages for Business.
• Manage ticketed support through email and Zendesk queues, as well as user reports from X and Discord.
• Triage incoming issues, reproduce them, fix small bugs, and dispatch the rest as precise Devin requests or clean escalations to engineering.
• Build AI-driven workflows across all channels for auto-triage, deflection, routing, and macros.

What This Job Offers

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