Founding Support Engineer

Weave • San Francisco, CA

9d • 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.

What We're Building
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
Help teams improve outcomes without vanity metrics or surveillance
Our goal is not to optimize for "more output," but for better engineering.

The Team You'll Work With
You'll work directly with:
Andrew (CTO) — previously founding engineer at Causal, MIT alum. Andrew is deeply committed to mentorship and ownership for everyone on the team, and will be your closest partner on getting more technical fast.
Adam (CEO) — leads sales and customer discovery. Former sales executive at multiple high-growth startups; scaled multiple sales orgs from $0–30M ARR. Deeply embedded with customers.
This is a small, intense, highly collaborative team. You will have real ownership from day one.

The Role
You're our first responder. When a customer hits a wall, you're the one who picks it up, sets the tone, and either fixes it on the spot or works with the rest of the engineering team to resolve it. You have an engineering brain, you can read code, ship meaningful PRs, and reason about systems, and you excel with people. The way customers feel after talking to you matters as much as the lines of code you write. You'll be the first set of eyes on every customer issue, and you'll know when to fix it yourself, when to escalate, and when to just close the loop with a great message. When the queue is quiet, you'll take on side projects that make support better the next time around: internal agents, a self-serve troubleshooting flow, a Slack bot for the queue, an onboarding revamp. Anything that compounds.

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.

Benefits

• Competitive pay + early equity
• Health/vision/dental insurance covered
• Free lunch/dinners/snacks
• Yearly team offsite with regular team events
• Yearly $500 learning/development stipend
• Get to work in SF with one of the fastest moving teams (99th percentile code output)

What This Job Offers

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