Customer Support Engineer

Customer Support EngineerClerk Chat's mission is to make every business conversational. We are achieving this by building the leading messaging application, integrating AI where it matters, and crafting our own telecom infrastructure. It's big and bold and needs spirited adventurers to join our growing team.We've built Clerk Chat organically into a profitable business over the last 2 years. We're a team that believes in achieving your highest potential but not at the expense of work-life balance. That's why we have flexible vacation time, healthy quarterly bonuses, and creative freedom at the forefront. We're Silicon Valley-based entrepreneurs who have sold companies, gone through the exclusive HF0 AI residency, having previously built teams at Lucasfilms, Samsung, Netflix, DocuSign, and Series B+ Startups.Clerk Chat is an in-office team based just three blocks south of the Embarcadero BART station, making it easy to commute and stay connected. We love being in the office five days a week because it fosters real-time collaboration, builds stronger relationships, and helps us move faster. This is an exciting time to join Clerk Chat. We're small enough that every individual has a big impact, but we're growing fast enough that there's tremendous room for career advancement.As a Customer Support Engineer, you will be the first point of contact for our customers, combining strong technical intuition with excellent customer communication. You enjoy digging into problems, identifying root causes, and translating technical concepts into clear, actionable guidance for customers.What you will do:You will be the first point of contact for our customers by email and chatYou will handle and coordinate product-specific inquiries, engaging with external stakeholdersDiagnose and troubleshoot technical issues across messaging, integrations, and telecom workflowsIdentify root causes of customer issues and collaborate with engineering to drive resolutionReproduce issues, validate fixes, and communicate outcomes clearly to customersWhat you will need:You have excellent communication skills and are comfortable speaking to all sorts of customersYou are a creative problem solver - when you encounter issues you expedite resolution by offering your own potential fixesYou are a self-starter with a proactive attitude and the mind-set to work in a start-up environmentUnderstanding of technical concepts such as APIs, logs, webhooks, and basic scriptingYou are based in the SF Bay Area and can work in our San Francisco office 5 days a week