Note: The job is a remote job and is open to candidates in USA. Pocket is seeking a Customer Support Engineer to own and develop the technical systems behind its customer support operations. The role involves maintaining a self-hosted helpdesk, building automations and integrations, improving an AI support agent, developing support data pipelines and dashboards, and creating enterprise support infrastructure and internal tooling.
Responsibilities
- Our self-hosted helpdesk: uptime, upgrades, configuration, and the patches we contribute back upstream
- Automations and integrations that remove manual steps - routing, macros, ticket enrichment from our order, fulfillment, and device systems
- The AI support agent and the knowledgebase behind it: retrieval quality, evals, and pushing resolution rate up
- The support data layer: pipelines, models, and dashboards covering volume, contact drivers, deflection, CSAT, and team performance
- Analysis that turns ticket data into decisions - what's breaking, what it costs, what product needs to hear
- Enterprise support infrastructure: named-account routing, SLA tracking, admin and fleet-level views, and the workflows behind security reviews and compliance requests
- Account-level reporting for enterprise customers - deployment health, fleet status, usage - built once and used by support, sales, and the customer
- Internal tooling for the CS team. If something is missing, you build it
Skills
- You've owned a service in production end to end
- Strong with TypeScript and SQL, and comfortable running and debugging a self-hosted app
- SQL well past the basics, and enough Python to do the analysis yourself
- You've built dashboards people use
- Hands-on with LLM tooling - prompts, retrieval, evals. You can tell why an AI agent gave a bad answer and fix it
- You've built for business customers and you know what changes at that tier: admin roles, audit trails, SLAs, single sign-on, data handling that survives a security review
- You work directly with non-technical people and turn vague operational problems into systems
- Bias to ownership. You find the manual step and delete it
- Experience: 3+ years
- Visa: US citizenship/visa not required
- Time spent in or next to a support or ops team
- Enterprise support tooling: SLA engines, account hierarchies, SSO, SOC 2 or HIPAA workflows
- Shopify, helpdesk, or CRM API work
- Consumer hardware sold into companies
Benefits
- Work directly with us and learn fast
- Direct impact on how the company operates day to day
- High-trust, high-responsibility environment
- Scope to take on more as you earn it
Company Overview