Support Engineer

Cloaked•New York City, NY

About The Position

Our Customer Success team helps customers every day. The hardest problems need an engineer, and the tools the team relies on need someone to build and improve them. This is a builder’s job first. You will spend your time building the internal tools and automation that help our support team resolve issues on their own, while also solving the technical problems those tools cannot handle yet. The two feed each other. Staying close to the support queue helps you understand what to build, and the hardest tickets show you what to build next.

Requirements

You are a builder. You like shipping internal tools that people use every day, and you take pride in tools that quietly remove work. You would rather build the fix than handle the same ticket ten times.
You are comfortable in code. Our systems are primarily built with Python and Django on PostgreSQL. Deep experience with this stack is welcome, but the ability to learn, build, and ship matters more than any one language.
You work fluently with AI. You use AI coding assistants to build and debug faster, and you are comfortable improving an AI-powered support layer. You understand what AI agents can handle, where they should hand off to a person, and how to make them better.
You can investigate. You can read unfamiliar code to understand why a system behaved a certain way, write SQL to answer questions, and use logs and traces to find the root cause.
You have good judgment with customers. You can balance customer access with abuse prevention, and you communicate clearly with both customers and engineers.
You have hands-on trust and safety or privacy experience. You have worked with identity verification, fraud or abuse review, data deletion or subject access requests, account recovery, or account takeover, and understand the judgment these situations require.

Nice To Haves

Enterprise or high-touch support experience.
Experience supporting key accounts or serving as a named technical point of contact for customers.
Experience with Intercom or a similar customer-support and chatbot platform, including its integrations and AI features.
Experience with payments or subscription billing.
Experience with phone or messaging systems, such as one-time codes, number provisioning, or carrier compliance.
Familiarity with account security and recovery, including one-time codes, passwords, and passkeys.

Responsibilities

Build internal support tools.
Build and maintain the tools our support team uses every day, including account lookups, refunds, account recovery flows, and more, so agents can resolve issues themselves instead of escalating.
Improve AI-powered support.
Own and improve our Intercom integration across chat and AI support, expanding what AI agents can resolve and sharpening the handoff points where a person needs to step in.
Own technical escalations.
Serve as the escalation point when a customer issue is too complex for the front line. Investigate account and system state, query the database, trace the issue across our systems, and either fix it directly or route it to the right team with a clear write-up.
Handle sensitive cases.
Manage escalations involving account security or privacy, including account recovery, identity verification, and data-removal requests, with the judgment and care those situations require.
Eliminate recurring issues.
Identify patterns behind recurring tickets and turn them into tools or automation that remove that category of issue rather than solving it one ticket at a time.
Help build the function.
Establish the first runbooks, escalation paths, and internal tooling standards as the function grows.