Customer Support Engineer

TheyDo
United States
Workplace: RemoteFull timeUSD 130,000 - 150,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Automation mindset","Ownership","Clear writing","Customer focus","Troubleshooting"]

Own customer issues end to end for North America as the technical face for a B2B AI journey management platform. Reproduce and triage bugs, write well-scoped reports for engineering, and communicate on escalations while automating intake, triage, and support workflows. Also deliver technical product support such as SSO/SCIM setup, integrations, and customer enablement—training and improving AI support agent Fin along the way.

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FursaFursa
TheyDo
TheyDo
1 week ago

Customer Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own customer issues end to end for North America as the technical face for a B2B AI journey management platform. Reproduce and triage bugs, write well-scoped reports for engineering, and communicate on escalations while automating intake, triage, and support workflows. Also deliver technical product support such as SSO/SCIM setup, integrations, and customer enablement—training and improving AI support agent Fin along the way.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own customer issues end to end: gather context, reproduce when possible, file actionable bugs, and communicate status until resolved.
  • •Run two support tracks—bug support and product support—shifting priorities based on business needs.
  • •Automate support operations such as intake flows, AI-assisted triage and duplicate detection, auto-drafted bug reports, and dashboards for breakage patterns.
  • •Provide technical product help including answering advanced questions, delivering SSO/SCIM setup, integration activation, and workspace provisioning.
  • •Train and continuously improve the Fin AI support agent and own support systems (Intercom workflows, automations, tagging, escalations, and handoffs to Salesforce/Vitally).

Pay and Benefits

Salary: USD 130,000 - 150,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceRemote WorkLearning BudgetWellness StipendParental LeaveHome OfficeGym MembershipPaid Leave

Key Requirements

  • •Have experience in a technical customer-facing role at a B2B SaaS (support engineering, implementation, technical onboarding, or support ops).
  • •Bring an automation-first mindset—turn recurring work into workflows, run books, and systems rather than repeating manual steps.
  • •Be comfortable building automations and using tools across Intercom and Fin, n8n, Notion Agents, and Slack AI (where it fits), using AI as a daily partner.
  • •Have hands-on experience with SSO protocols (SAML, OIDC, SCIM) or the ability to pick them up quickly.
  • •Write clearly: translate vague reports into reproducible bug reports and explain technical issues to non-technical customers.
Experience:B2B SaaSAI supportSupport engineering
Skills:Automation mindsetOwnershipClear writingCustomer focusTroubleshooting
Tech Stack:IntercomFinN8nNotion AgentsSlack AIClaude CodeCursorOpenRouterSSOSAMLOIDCSCIMBrowser dev toolsAPI callsNetwork tracesLogsNotionSlackSalesforceVitally

Company Brief

TheyDo
TheyDo provides a journey management platform that helps organizations map, analyze, and improve customer and employee journeys to drive transformation and align teams around customer outcomes.
Industry: Enterprise Software
Company Size: Small (11 to 50 employees)
Headquarters: Amsterdam, Netherlands
WebsiteLinkedIn