Customer Support Engineer

Pocket
San Francisco
Workplace: RemoteFull timeUSD 40,000 - 100,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Ownership","Bias to ownership","Troubleshooting","Cross-functional communication"]

Own Pocket’s self-hosted helpdesk stack end to end, including uptime, upgrades, configuration, and upstream patches. Build automations and integrations that enrich and route support tickets using order, fulfillment, and device data. Improve the AI support agent and knowledgebase with retrieval and evaluation work to raise resolution rates. Develop support data pipelines, models, and dashboards, and expand enterprise support infrastructure for SLAs, security reviews, and reporting.

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FursaFursa
Pocket
Pocket
3 days ago

Customer Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own Pocket’s self-hosted helpdesk stack end to end, including uptime, upgrades, configuration, and upstream patches. Build automations and integrations that enrich and route support tickets using order, fulfillment, and device data. Improve the AI support agent and knowledgebase with retrieval and evaluation work to raise resolution rates. Develop support data pipelines, models, and dashboards, and expand enterprise support infrastructure for SLAs, security reviews, and reporting.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own Pocket’s self-hosted helpdesk including uptime, upgrades, configuration, and upstream patches.
  • •Build automations and integrations to remove manual steps for routing, macros, and ticket enrichment from order, fulfillment, and device systems.
  • •Improve the AI support agent and knowledgebase using retrieval quality work and evaluations to raise resolution rate.
  • •Create and maintain the support data layer with pipelines, models, and dashboards for volume, deflection, CSAT, and team performance.
  • •Develop enterprise support infrastructure and account-level reporting for named-account routing, SLA tracking, admin views, and security review workflows, plus internal CS tooling.

Pay and Benefits

Salary: USD 40,000 - 100,000 annually

Key Requirements

  • •Have owned a production service end to end.
  • •Strong with TypeScript and SQL, and comfortable running and debugging a self-hosted app.
  • •SQL beyond the basics, plus enough Python to analyze data yourself.
  • •Have built dashboards people use.
  • •Hands-on with LLM tooling (prompts, retrieval, evals) and can diagnose and fix poor AI answers.
Experience:3+ years
Skills:OwnershipBias to ownershipTroubleshootingCross-functional communication
Tech Stack:TypeScriptSQLPythonLLM toolingPromptsRetrievalEvalsDashboardsSelf-hosted appPipelinesModels

Company Brief

Pocket
Offers a consumer-facing mobile service called Pocket aimed at helping users manage money and digital wallets through a simple app and card, focusing on everyday spending and personal finance convenience.
Industry: Neobanking
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