Founding Support Engineer

Weave•San Francisco, CA

10d•Onsite

About The Position

Weave (YC W25) is building the definitive platform for understanding and improving how engineering teams work. We believe the way engineering output is measured today is fundamentally broken and that modern AI can give teams a far more accurate and actionable view of productivity, impact, and collaboration. Trusted by 200+ customers such as Robinhood, Rho, and PostHog, we've delivered consistent double-digit month-over-month revenue growth since May and are looking to accelerate our growth. We are hiring a Support Engineer to be the first point of contact for our customers, the person who can handle any problem, calms the room, and turns support into a competitive advantage rather than a cost center. We've raised a $4.2M seed round and are backed by Moonfire, Burst Capital, and Y Combinator (W25). This is a rare opportunity to join at the ground floor and shape how millions of engineers and leaders understand engineering work. Weave is rethinking engineering output from first principles. We use AI to understand how engineers actually work (not just what they ship), surface meaningful insights about productivity, quality, collaboration, and impact, and help teams improve outcomes without vanity metrics or surveillance. Our goal is not to optimize for "more output," but for better engineering.

Requirements

Engineering background. Software, DevOps, or similar. You can read code in any major language, debug across a stack, and reason about systems you've never seen before.
Exceptional communicator. Customers should feel calmer after they hear from you, not more anxious. Written and verbal both need to be sharp.
Composure under pressure. Production is down. The customer is upset. You absorb the panic and resolve it.
You like people. This is not a heads-down role. You'll be in customer Slack channels, on calls, and collaborating with the rest of the team all day. If that drains you, this isn't for you.
High agency. You don't wait for permission to fix things. You see the broken doc, you fix the doc. You see the dumb workflow, you make the change.
You care about developer tools. You don't have to be an engineer at heart, but you need to genuinely get the audience.

Nice To Haves

Previous experience in technical support, solutions engineering, developer relations
Background in developer tools, SaaS, or infrastructure software
Familiarity with GCP & observability tools
A side project, blog, or channel, evidence you ship things people use

Responsibilities

First-line response. Triage every incoming ticket. Set expectations in minutes, not hours. Customers should always feel like a real human is on it.
Diagnose and reproduce. Get to the root cause. Write clean bug reports that engineers and/or agents can pick up without follow-up questions.
Ship as much as possible yourself. From small things like documentation updates and config updates, to bigger things like gnarly bug fixes and core product changes - you’re ready and willing to do it yourself
Own the post-incident experience. Close the loop. Send the follow-up. Make sure customers know we care more after the bug than they did before it.
Keep documentation alive. Every time you solve something new, write it up so the next person doesn't have to start from scratch.
Build the system. Internal tools, automation, customer-facing self-serve, whatever makes the next ticket easier or never happen at all.