Note: The job is a remote job and is open to candidates in USA. TheyDo is an AI-powered journey management platform that helps enterprises align teams and data around customer needs. The Customer Support Engineer serves as the technical face of TheyDo for North American customers, owning bug support, product enablement, integrations, escalations, and status communication. The role also focuses on automating support operations, improving self-service, and turning recurring requests into workflows, runbooks, and product feedback.
Responsibilities
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- Pre-IPO equity through our stock package
- Fully remote working with flexible hours
- Health Insurance benefit with tailored support for every employee, regardless of location
- A minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during the annual company-wide winter shutdown in December
- Learning and Development budget providing financial support for role and career growth
- Wellbeing budget supporting meditation, mindfulness, or a yoga/gym membership
- Paid parental leave: 6 months for the primary carer and 6 weeks for the secondary carer, fully paid
- Paid childcare leave when you need to take time out to help your little one recover
- Home office or co-working budget
- Company events and regular in-person company retreats
- MacBook Air or Pro and access to the latest tech and tools
- Continuous growth of the benefits package
Company Overview