2938 | Replo | Founding Technical Support Engineer

Recruiting From Scratch; San Francisco (CA); Hybrid; USD 130,000 - 180,000; Full time

Job summary

A premier talent firm is looking for a Founding Technical Support Engineer to join a rapidly growing startup in San Francisco. This role will be pivotal in defining customer support operations and requires strong technical skills alongside leadership experience. Join a dynamic, innovative team where your contributions will shape customer experience and improve service delivery.

Benefits

Meaningful equity stake

Generous PTO and flexible work schedule

Opportunity to shape customer support from the ground up

Qualifications

• 3+ years in technical support or customer-facing engineering role.
• Experience managing or mentoring support teams.
• Strong technical troubleshooting skills across web technologies (HTML, JS, CSS).

Responsibilities

• Lead and manage a distributed support team.
• Audit and optimize support workflows using tools.
• Collaborate cross-functionally with Engineering and Product.

Skills

Technical troubleshooting

Customer empathy

Cross-functional communication

Leadership

Tools

Zendesk

Pylon

Intercom

Job description

Who is Recruiting from Scratch:

Recruiting from Scratch is a premier talent firm that focuses on placing the best product managers, software, and hardware talent at innovative companies. Our team is 100% remote and we work with teams across the United States to help them hire.

About the client:

Title of Role: Founding Technical Support Engineer
Location: San Francisco, CA
Company Stage of Funding: Series A
Office Type: Hybrid (Minimum 3 days/week onsite)
Salary: $130,000 – $180,000 + Equity

Company Description

Our client is a fast-growing, venture-backed startup (Series A, YC alumni) revolutionizing how e-commerce teams build and manage online storefronts. Their no-code platform empowers marketers and founders to design beautiful, high-performance pages without relying on developers. With a lean team of ~20 people and over $8M raised, they’re scaling rapidly and building a customer experience that matches the power of their product.

This is an opportunity to join as the first Technical Support hire and define the future of support operations at a high-growth SaaS company.

What You Will Do

As the Founding Technical Support Engineer, you’ll take ownership of the support organization and drive high-impact improvements to how the company delivers customer service. You’ll lead a global team of support agents and work closely with Product, Engineering, and Customer Success to deliver world-class support experiences.

Your day-to-day will include:

• Leading and managing a distributed support team (9 agents across time zones)

• Auditing and optimizing support workflows using tools like Zendesk and Pylon

• Designing differentiated SLAs and response strategies for multiple support tiers

• Creating and iterating on macros, triggers, queues, and ticket workflows

• Diagnosing and resolving complex customer issues across web technologies (HTML, CSS, JavaScript)

• Building scalable systems, documentation, and playbooks from the ground up

• Collaborating cross-functionally with Engineering, Product, and Growth to influence customer experience and retention strategy

• Championing customer empathy and continuous improvement in every support interaction

Ideal Candidate Background

• 3+ years in a technical support, implementation, or customer-facing engineering role

• Experience managing or mentoring support teams (bonus for offshore or contractor management)

• Strong technical troubleshooting skills, especially across web technologies (HTML, JS, CSS)

• Proven experience with modern support tools (Zendesk, Pylon, Intercom, etc.)

• Hands-on experience building support operations, not just maintaining them

• Clear communicator who can work cross-functionally and influence stakeholders

• Comfortable in fast-paced, ambiguous environments—ideally with prior startup experience

• Strategic thinker who sees support as a lever for growth, retention, and efficiency

Preferred

• Experience with no-code/low-code platforms like Webflow, Bubble, or Airtable

• Familiarity with debugging page performance issues or client-side rendering problems

• Exposure to e-commerce, developer tools, or product-led growth companies

• Design sensibility or familiarity with tools like Figma

Compensation and Benefits

• Competitive base salary of $130,000 – $180,000

• Meaningful equity stake in a high-growth company

• Generous PTO and flexible work schedule (2 remote days/week)

• Office located in vibrant Union Square, San Francisco

• Opportunity to work closely with an experienced leadership team and shape the future of support from the ground up

This is a rare opportunity to join an early-stage team where your work will directly influence customer experience, product development, and company growth. If you're excited by the challenge of building support systems from scratch and making a measurable impact, we’d love to hear from you.