Customer Support Engineer

HELP FIX CUSTOMER-CENTRICITY AT SCALE Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact. Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team of 100+ TheyDoers represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture. Our mission is clear: Make journey management the most powerful business tool in the world. If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together. THE ROLE When a customer hits a problem, someone has to own it end to end: understand it, reproduce it, fix it or route it, and keep everyone informed until it's resolved. You'll be the technical face of TheyDo for customers in North America. You'll work close to the Engineering team, day to day with QA engineers and developers - since that's where reproductions, escalations, and fixes actually land. Expect to be in their tools, their channels, and their rituals, not on the other side of a wall. Answering tickets one by one doesn't scale, and we don't want it to. This role is deliberately ops-oriented: every recurring conversation, handoff, or manual step is something you're expected to automate. We have AI across the stack and you can use all of it: Fin and Intercom automations for support, n8n for workflow automation, Notion Agents and Slack AI where they fit, and AI development tooling (Claude Code, Cursor) to vibe-code your own utilities. We want to find someone who reaches for it by default rather than waiting for engineering to build it. You'll run two tracks in parallel, and both are full of automation opportunities. TRACK 1: BUG SUPPORT Owning the path from "something's broken" to a bug report QA and engineering can act on. - Handle incoming bug reports: collect the missing context, ask the right questions, get to a reliable reproduction - Reproduce issues yourself, when possible using browser dev tools, network traces, logs, and API calls - File complete, well-scoped bugs to the engineering team - reproduction steps, environment, impact, affected customers - Own status communication on escalated issues until they're resolved - Spot patterns across reports and turn them into product feedback instead of repeat tickets - Automate it: intake flows that gather context before a human ever reads the ticket, AI-assisted triage and duplicate detection, auto-drafted bug reports from conversation threads, dashboards that show what's breaking and where TRACK 2: PRODUCT SUPPORT Helping customers succeed with the technical side of the product, and enabling them so they need you less over time. - Answer technical questions that may go beyond the help-center - Deliver SSO/SCIM setup, integration activation, and workspace provisioning - Set up integrations with customers' external systems, using the product's own capabilities and whatever else the job needs - Build skills, commands, agents, and workflows for customers on existing product capabilities - Run customer feedback sessions and route what you hear to product - Automate it: self-serve setup guides and templates, reusable configuration playbooks, AI answers grounded in our docs, provisioning steps that run themselves The balance between the two tracks shifts with what the business needs - some weeks are bug-heavy, others are enablement-heavy. You're expected to read that and prioritise accordingly. MAKE SUPPORT SCALE (THE THROUGH-LINE) - Train and improve Fin, our AI support agent, and keep its answers honest and current - Collect and provide feedback on how product can improve the help-center - Own our support systems: Intercom workflows, automations, tagging, ticketing, escalation paths — and the handoffs into the tools around them (Salesforce, Vitally) where customer and account context needs to stay in sync - Own first-response SLAs for the North American region, including the reporting on them - Turn recurring requests into run books, automation, and product feedback WHAT WE'RE LOOKING FOR - Experience in a technical customer-facing role at a B2B SaaS: support engineering, implementation, technical onboarding, or support ops - An automation instinct. When you do something twice, your first thought is how to not do it a third time - Comfortable building automations across tooling like Intercom and Fin, n8n, and Notion Agents or Slack AI where they fit — and using AI as a daily working partner - Hands-on experience with SSO protocols (SAML, OIDC, SCIM), or the ability to pick them up fast - Clear writing: you can turn a vague complaint into a reproducible bug report, and explain a technical issue to a non-technical customer - Ownership: you decide what needs attention, you don't wait for a queue - Nice to have: - experience with Intercom, Linear, or AI support agents, and ideally adjacent tooling like Salesforce or Vitally - coding experience (vibe-coding very much counts): you can build your own tooling - small scripts, internal utilities, glue between systems with AI development tooling like Claude Code, Cursor, or OpenRouter - solid web fundamentals: browser dev tools, APIs, auth flows, how client-server application work WHY YOU SHOULDN'T APPLY - You want to build custom features for individual customers. Customer-specific code doesn't go into the product - You're looking for a pure conversational or customer-success role. Half of this job is technical work and tooling. - You'd rather work the queue than redesign it. Manual throughput isn't the metric here. - You need a manager to hand you a prioritised queue. You'll run your region with a lot of autonomy. - You want a big support organisation around you. You own support engineering together with a counterpart in EMEA region. It’s a small team, but you have direct access to eager to help colleagues in other engineering functions. #journey-together WHAT WE OFFER OUR PERMANENT EMPLOYEES: 💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed! 🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility. 🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location. 🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December. 🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career. 🧘‍♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership. 👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover. 👨‍💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered. 🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France. ⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously. 🚀 Continuous growth of our benefits package as we continue to grow in size To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions. About TheyDo Our core values are the driving force behind every decision we make. We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. We ‘Simply to accelerate', cutting through complexity to focus on what truly matters and moving forward with clarity and speed Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process. TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race. Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner. If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table! #LI-Remote