Support Engineer

Profound
New York, London
Workplace: OnsiteFull timeUSD 129,600 - 146,400 annuallyFunction: Product Management0Skills: ["Written communication","Customer empathy","Ownership","Debugging","Fast learning"]

Own the front line of customer support for an AI marketing platform—triaging tickets, reproducing bugs, reading logs, and using queries to resolve issues fast. Escalate code-level problems to Engineering with clear repro steps, meet response/resolution SLAs, and improve metrics like first response time, CSAT, and deflection. Contribute to runbooks, knowledge base articles, on-call rotations, and incident communications while deepening expertise in integrations and AI search.

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FursaFursa
Profound
Profound
16 hours ago

Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the front line of customer support for an AI marketing platform—triaging tickets, reproducing bugs, reading logs, and using queries to resolve issues fast. Escalate code-level problems to Engineering with clear repro steps, meet response/resolution SLAs, and improve metrics like first response time, CSAT, and deflection. Contribute to runbooks, knowledge base articles, on-call rotations, and incident communications while deepening expertise in integrations and AI search.
Location: New York, London
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Own the front line of the ticket queue by triaging, investigating, and resolving customer issues via ticketing system and Slack support channels.
  • •Reproduce bugs, read logs, and write queries to reach root cause; escalate code-level issues to Engineering with well-documented repro steps.
  • •Meet response and resolution SLAs and help drive core metrics including first response time, time to resolution, CSAT, backlog aging, and ticket deflection.
  • •Participate in the coverage model with on-call rotations and clean handoffs across regions as part of follow-the-sun operations.
  • •Write and maintain internal runbooks and public knowledge base articles to turn recurring tickets into deflection content so the team scales faster than ticket volume.

Pay and Benefits

Salary: USD 129,600 - 146,400 annually
Equity and Bonus:Equity

Key Requirements

  • •0–2 years of experience in technical support, customer-facing, or engineering roles, with a technical foundation from a CS/engineering degree, bootcamp, or equivalent self-taught background.
  • •Comfort reading logs, writing basic queries, working with APIs, and debugging web technologies like DNS, HTTP, and JavaScript.
  • •Excellent written communicator who can explain technical issues clearly and empathetically to customers and precisely to engineers.
  • •High ownership and customer empathy; don’t hand off problems until they’re solved.
  • •Willingness to participate in on-call rotations as part of a 24/7 coverage model.
Experience:0AIDeveloper toolsInfrastructureMarketing technology
Skills:Written communicationCustomer empathyOwnershipDebuggingFast learning
Tech Stack:SlackCloudflareVercelAWSWordPressSanityContentfulDNSHTTPJavaScriptAPIsTicketing system

Company Brief

Profound
Builds an AI visibility and answer‑engine optimization platform that helps enterprise brands measure, optimize, and control how they appear across ChatGPT, Google AI, Perplexity and other AI/answer engines.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series B
Headquarters: New York, United States
Founded: 2024
WebsiteLinkedIn