Description
Support Engineer, Automation
Location: San Mateo, California , Remote (Canada), Remote (USA)
Department: Support
Location Type: REMOTE
Employment Type: FULL_TIME
About The Role
We're looking for a hybrid engineer-architect obsessed with scaling. This role is about building the systems behind world-class support, shifting our small team to proactive, automated resolution. You will design the infrastructure, validated workflows, and internal content architecture that empower our agents and users. Critically, you will design and build AI agents and high-impact content to automate resolutions and ensure our team has the tools to solve any high-stakes legal AI technical hurdle accurately and instantly.
Why This Role Matters
Our platform handles sophisticated legal work for over 1,300 companies. To keep pace with our 10x growth, every answer must be precise and instantly available. You will be crafting the scalable systems—from automated workflows to AI agents and expert content—that make "complex" feel "simple" for both our customers and our internal team. This role ensures that every interaction is backed by technical excellence, automation, and reliable content.
What You'll Do
- Infrastructure Design: Build and maintain the technical infrastructure used by the support organization to diagnose and resolve platform issues.
- Workflow Automation & Content Strategy: Design and validate automated workflows and internal/external content paths to ensure support responses are fast, technically accurate, and highly scalable.
- Internal Tooling: Develop internal dashboards, diagnostic tools, and integrations (using React, Node.js, and GCP) to give agents deeper visibility into system performance.
- Technical Enablement: Act as the technical "Force Multiplier" for the support team, mentoring agents on the inner workings of the GCAI platform.
- Feedback Loop: Partner with Product and Engineering to turn common support friction points into permanent product fixes.
Impact You'll Have
- Scale the Support Org: Be the key driver in creating the "Golden Path" for support, utilizing content and automation to help our small team handle 10x the volume without sacrificing quality.
- Raise the Reliability Bar: Implement observability and testing within support workflows so that AI-related troubleshooting behaves predictably.
- Drive Customer Obsession: Shrink the lead time for technical resolutions, directly impacting customer retention and trust.
Required Experience
- 3+ years of experience in a Support Engineering, DevOps, or Full-stack role.
- Technical Proficiency: Strong expertise in JavaScript/TypeScript and Node.js.
- Infrastructure Mindset: Experience working with cloud platforms (GCP preferred) and understanding how to build scalable internal systems.
- Workflow Architect: A track record of designing and documenting validated technical processes or automation.
Nice to Have
- Experience with AI/LLM integrations and troubleshooting prompt-related issues.
- Background in building secure, compliant systems (SOC2, GDPR).
- Experience with modern ORMs and API design.
- Familiarity with legal tech or high-growth B2B SaaS.
The Mindset
- The Enabler: You find joy in making other people more efficient through your code.
- Ownership-Driven: You see a manual process and feel a burning need to automate it.
- Continuous Learner: You want to stay deep in the code while understanding the human element of customer support.
What We Offer
- Growth & Impact: Real influence on the strategy of a Series B startup growing at breakneck speed.
- Competitive Package: Salary, equity, and excellent benefits
- Flexible Environment: Remote-friendly (USA/Canada) with hybrid options in San Mateo, CA or Provo, UT.
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