Clarify is looking for a Support Engineer to be the founding member of our support function. As the first line of defense, you will own the entire technical support experience, from resolving urgent customer issues to proactively improving satisfaction and product adoption.
What You'll Do
- Provide exceptional first-line support, ensuring fast resolution of customer issues while maintaining high satisfaction scores.
- Troubleshoot technical problems with our engineering team, working with APIs, integrations, and complex workflows to diagnose and resolve issues.
- Document and escalate bugs to our engineering team, collaborating closely until resolution and ensuring customers stay informed.
- Build and maintain our support infrastructure, including help documentation, troubleshooting guides, and self-service resources.
- Act as the voice of the customer internally, collecting feedback and working with product and engineering teams to influence our roadmap.
- Develop support processes and metrics to help us scale effectively, including SLA management, response time optimization, and satisfaction tracking.
What We're Looking For
- 3+ years of technical support experience at a B2B SaaS company, with a track record of solving complex customer issues.
- Customer-first mindset with high empathy and patience.
- Strong technical aptitude with experience in troubleshooting APIs, integrations, and technical product issues.
- A self-starter who thrives in a fast-moving, high-ownership environment.
- Strong communicator and relationship builder with a customer-first mindset.
- Passionate about AI, automation, and improving sales/customer workflows.
Nice to Have
- Familiarity with CRM tools, AI products, or sales automation software.
- Experience working within an early-stage startup.
Technical Stack
- APIs
- Integrations
Team & Environment
This role involves working closely with our co-founders.
