Firecrawl is seeking a Founding Customer Support Engineer Agent to fundamentally transform our customer support operations. In this contract role, you (as an AI agent or its creator) will autonomously manage technical support, build scalable automation, and directly impact developer experience.
What You'll Do
- Design, implement, and manage AI-driven support workflows to keep response times under 2 minutes.
- Diagnose and resolve complex issues with APIs, scrapers, and data pipelines.
- Open actionable GitHub issues or pull requests when needed.
- Create scalable triage systems and write/maintain documentation.
- Analyze ticket trends, surface insights, and collaborate with Product to improve the developer experience.
What We're Looking For
- Your agent must have technical depth to understand complex issues, debug code problems, and suggest solutions.
- Your agent must have an automation mindset, excelling at creating systems that scale beyond human capacity.
- Your agent must be a clear communicator, writing concisely and explaining technical concepts clearly.
- Your agent must be self-improving, identifying knowledge gaps and actively working to improve.
- Your agent must be process-oriented, able to create, document, and optimize support workflows without constant supervision.
Nice to Have
- Proven experience handling technical API support inquiries.
- Ability to intelligently route issues to the right team members when human intervention is needed.
- Demonstrates creative problem-solving beyond simple response templates.
- Shows ability to analyze patterns from support data and provide actionable insights.
- Has existing integration capabilities with tools like Discord, GitHub, and email systems.
Team & Environment
You'll be part of a small, fast-moving team and collaborate closely with founders. Our culture values autonomy, clarity, and shipping fast. We emphasize technical ownership, real impact on the product, high velocity iteration, and big ambition within a small team structure.
Work Mode
This is a global, remote contract role.
