Technical Support Engineer (Customer) - USA

Job Title: Technical Support EngineerLocation: San Francsisco Bay Area (Hybrid / Remote). Remote if exceptionalCompany Stage: Seed / Series AWhy Join CRED?CRED is an AI Native Command Center for businesses. We centralize internal and external data and apply LLMs to help organizations make better decisions and predict the future. With early traction in industries like sports and entertainment—partnering with the PGA, the Warriors, and others—and a fresh $15M+ round, we’re scaling quickly.Our data engine spans people, companies, customers, and behavioral insights, giving us one of the most comprehensive business graphs in the world. We train LLM agents on this data to automate insights, workflows, and strategy.If you’re excited by real technical ownership, working across product and engineering, and supporting users who operate at the top of their industries—CRED is for you.About the RoleAs our first Technical Product Support Specialist, you’ll be the frontline for all technical customer interactions—from integration setup to post-sale issue resolution. You’ll lead hands-on support of customers as they deploy CRED, troubleshoot issues across the stack, and help shape how we scale technical support and implementation.This role lives at the intersection of engineering, product, and customer success. You’ll work closely with internal teams to resolve issues, improve the support experience, and translate customer needs into product improvements. Expect to jump between reading logs, debugging API calls, advising on data workflows, and relaying strategic feedback to the roadmap.This is a great fit for someone who loves solving problems, working directly with customers, and thrives in ambiguity.What You’ll DoTechnical Support & TroubleshootingBe the primary technical point of contact for customer-reported issuesInvestigate, triage, and resolve problems across frontend, backend, and data systemsWalk customers through troubleshooting steps and deliver clear, friendly, actionable guidanceDig into logs, API responses, product behaviors, and internal tools to pinpoint root causesMaintain detailed documentation of known issues, resolutions, and workaroundsIntegration & EnablementGuide customers through technical setup, including APIs, webhooks, data pipelines, and system configurationsAssist in deployment of custom workflows or integration patterns aligned to CRED’s infrastructureCollaborate with implementation and customer success teams to ensure seamless onboardingProduct Feedback & Cross-Functional CollaborationEscalate critical issues to Engineering and follow through to resolutionIdentify patterns in support tickets and surface insights to Product and Design teamsParticipate in user research, beta testing, and product feedback loops to improve UX and stabilityInfluence roadmap decisions by championing real customer needsProcess & DocumentationDevelop technical documentation, training materials, and support workflowsHelp build a scalable support system, including internal triage playbooks and knowledge base contentContribute to tooling improvements (e.g., support ticket systems, alerting, internal dashboards)What We’re Looking For3–6 years experience in technical support, solutions engineering, or implementation (startup experience a plus)Strong technical troubleshooting skills, with hands-on experience working with logs, REST APIs, JSON, SQL, and webhooksFamiliarity with integration tools and environments (e.g., Segment, Zapier, data warehouses, cloud platforms)Comfortable supporting both technical and non-technical users with clear, empathetic communicationExperience using support tooling like Linear, Slack, Pylon, Notion, and HubSpotProactive mindset: you anticipate problems, propose improvements, and follow throughStrong prioritization skills and ability to manage multiple customer conversations at onceWillingness to flex hours occasionally to support customers in different time zonesBonus PointsExperience supporting AI/ML or data-centric productsAbility to write basic scripts in Python or JavaScriptFamiliarity with customer analytics platforms or CRM workflowsInterest in UX and product design feedback loopsPrior exposure to startup or zero-to-one environmentsWhy This Role MattersYou’ll be our first line of technical defense—and offense. You’ll define how we support customers, solve problems, and scale operations. You’ll have a clear seat at the table with Product and Engineering to shape how CRED evolves.This is not a ticket-chasing role. It’s a strategic, hands-on, customer-obsessed position for someone who wants to be in the trenches helping to build something important.If you're excited about AI, love solving puzzles, and want to help shape how companies operate—let’s talk. #J-18808-Ljbffr

Created: 2025-09-17