Support Engineer

Rox Data Corp•San Francisco, CA

21h•Onsite

About The Position

As a Support Engineer at Rox, you'll own how customers get unblocked when something breaks or is unclear in the product. You'll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency. This is a technical, customer-facing role. You'll work tickets and escalations across integrations, workflows, agents, and core platform behavior. You'll partner with Growth Strategists, FDEs, CSMs, and Engineering so severe issues move fast, and recurring issues become docs, tooling, or product fixes rather than the same answer forever. If you like debugging under pressure, writing crisp updates customers trust, and raising the bar for how a support function operates at a fast-moving AI company, we'd love to talk.

Requirements

2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS
Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations
Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences
Clear written communication: customers should leave every thread knowing status, next step, and owner
Comfort operating in a fast-moving, early-stage environment where process is still being built
Be located in or willing to relocate to San Francisco

Nice To Haves

Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plus
Familiarity with SQL or a scripting language for investigating customer data issues is a plus
Bias toward documentation and automation over repeating the same manual fix

Responsibilities

Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication
Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues
Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration
Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build
Write and maintain public and internal docs so customers and teammates can self-serve the common paths
Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering
Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows
Represent Rox with calm, precision, and ownership in every customer touchpoint