Product Support Engineer

Job Description

Job Description

Product Support Engineer (Founding Hire)

Location : San Francisco, CA

Work Model : Onsite, full-time

Industry : AI / Developer Tools

Compensation : $120,000–$160,000 base salary + equity

About the Company

Our partner is a fast-growing AI startup building technical simulation and infrastructure tools used by engineering and AI teams. The company recently surpassed $1M ARR with strong month-over-month growth, serving more than 80 organizations across both enterprise and high-growth startups. Backed by top-tier investors, the team is small, highly technical, and deeply focused on building category-defining technology.

The Opportunity

This is a rare chance to join as the first Product Support Engineer , serving as the connective tissue between customers and the product / engineering teams. You’ll work directly with developers, engineering managers, and AI leaders to help them use the platform effectively while translating real-world usage insights into product improvements.

Instead of renewals or upsell responsibilities, this role emphasizes technical problem-solving , product behavior analysis , API workflows , and deep collaboration with engineering . You’ll help shape the product through hands-on troubleshooting, usage monitoring, and customer guidance.

This is an ideal role for someone who enjoys working with technical users, loves debugging and understanding how systems work, and wants to operate close to the product in a high-growth startup.

Responsibilities

• Become an expert on the product, APIs, and technical workflows across simulation and AI components.
• Partner directly with engineering and product teams to surface bugs, feature requests, and usage patterns.
• Troubleshoot and resolve customer-reported issues involving API behavior, integrations, and product functionality.
• Support onboarding and setup for technical users, guiding them through best practices.
• Analyze usage data to identify friction points and improvement opportunities.
• Create and improve documentation, troubleshooting guides, and technical resources.
• Provide high-quality, responsive support that ensures customers can build successfully with the platform.
• Help define foundational processes for technical support and product interaction as the team scales.

Requirements