Product Support Engineer

Why are we hiring this role?
Our customers use the product against bid deadlines, so the work it generates is urgent and interrupting
by nature. A customer hits a bug mid-bid. A table sorts on the wrong column. An upload fails for one
account. A compliance task comes due.
Right now that lands on the engineers building our takeoff pipeline, and it fragments them — the most
expensive possible way to answer a support ticket. We are hiring someone to own it properly, because it
deserves an owner rather than whoever is interrupted.
This is not a queue-closing role, and we will not pretend otherwise. Resolving issues properly and
converting the recurring ones into product changes produces unusually broad knowledge of the system.
That knowledge is the basis for moving into other work here, and we expect that to happen.
What you’ll own
- Support issues, end to end. Reproduce, diagnose, fix, and confirm the fix with the customer
who reported it. You close your own loops.
- Turning vague reports into reproducible cases. “The forecast is broken for this account” has to
become a specific, reproducible scenario before anyone can fix it. Doing that well is most of the
job, and it is the part that separates people who are good at this from people who are not.
- The details that make a product feel finished. Sorting, filters, tooltips, empty states, and error
messages that say something useful.
- Stopping the repeats. Operational and compliance work kept current — dependency upgrades,
security remediation — plus the upstream change that ends a class of issue instead of fixing it a
fifth time.
What we expect day to day
- You talk to customers directly. Not through a middle layer. You will write to the estimator who
filed the bug and tell them it is fixed. Strong English, written and spoken, is non-negotiable for
that.
- You live in Linear with the engineers. Issues, findings, and decisions live in Linear, attached to
the work. Daily standup; you show work-in-progress constantly, not big reveals.
- You go outside the codebase to find answers. In the data, in Sentry, in PostHog, and in the
interface the customer is actually looking at. A large share of support work is one SQL query
away from the answer.
- You work in the open and take feedback straight. We are direct. You ship progress to the team
channel, present at reviews, and get honest feedback — including from the founder. We argue
about the work, decide fast, and move.
- You use AI aggressively. Everyone here uses AI daily for research, writing, analysis, and building.
Same bar for this role.
What We’re Looking For
We only hire superstars — expect to be asked why you’re one.
Required
- 2–4 years building production web applications
- Solid TypeScript and React
- Comfortable with SQL — you reach for a query before you reach for a guess
- Strong debugging: reading a stack trace, bisecting a regression, and reproducing an issue from a
screenshot and an incomplete description
- Strong written and verbal English; clear async communication
- Willingness to investigate outside the codebase, and to fix the cause rather than the symptom
Nice to have
- Prior support or on-call experience — ideally with a specific change you made that eliminated a
whole class of issue
- Our stack is TypeScript throughout — Next.js, React, Hono, Drizzle over PostgreSQL on Neon,
Vercel, with AWS and Terraform underneath. Familiarity helps; no construction background?
Fine — the industry is learnable and the founder is your shortcut.