Support Systems Engineer

Light Labs•Austin, TX

1d•Onsite

About The Position

Light Labs is seeking a Support Systems Engineer to design and implement the system that handles all support requests, aiming for a two-minute resolution time. This role involves auditing current support processes, setting up a new ticketing tool (Pylon), building effective escalation paths, integrating AI for customer inquiries, and ensuring the system can scale. The goal is to improve customer experience, free up account executives, and provide valuable data for sales. This is a builder role focused on creating and optimizing systems, not just managing tickets.

Requirements

Experience building and running a ticketing system under real volume (support, sales, or GTM).
Proven ability to organize inbound requests, build escalation paths, and manage systems.
Proficiency in using AI to automate and improve work processes.
Understanding of what constitutes great customer support.
Ability to identify and articulate system flaws and implement fixes.
Comfort starting with a problem and figuring out the next steps without explicit direction.
Strong communication and collaboration skills to bring stakeholders along during change.
Willingness to work in the Austin office (in-office role).

Nice To Haves

Hands-on experience designing or building in Pylon.
Experience building in Zendesk, Intercom, Front, HubSpot Service Hub, or Jira Service Management.
Background in GTM engineering, support operations, CX operations, or RevOps.
Experience using AI for tasks beyond drafting emails.
Experience at a startup where systems were built from scratch.
Being the go-to person for using AI for new applications within a team.

Responsibilities

Audit current support processes and identify areas for improvement.
Set up and configure the Pylon ticketing system, including routing, tracking, ownership, and reporting.
Design and implement escalation paths for support tickets.
Develop AI-powered solutions to handle common customer questions.
Measure, improve, and report on ticket resolution time, targeting two minutes.
Build systems that allow virtual assistants to manage support efficiently without constant oversight.
Generate support metrics that can be used in sales calls.
Enable account executives to focus on larger accounts by handling smaller ones through support and AI.
Collaborate with a product manager and assigned engineer to define and build system features.
Create a scalable and robust support system that can handle a five-fold increase in volume.
Explain the 'why' behind system changes to ensure adoption by the support team, account executives, and lab personnel.