AI-Driven Customer Support Engineer

Rillet; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Equity

Hybrid work

In-person hubs

Job summary

Rillet is seeking a Customer Support Engineer to join our growing team. You will resolve inbound support tickets, triage issues, and build AI-assisted workflows that automate manual processes.

You’ll develop internal tools linking Pylon, Linear, product data, and the data warehouse, while contributing to a scalable knowledge base. Collaboration with leadership, Product, and Engineering is essential to surface patterns for product improvements.

Qualifications

• 6 months to 3 years in a customer-facing or technical support role.
• Customer-first orientation with strong written communication.
• Technically capable with scripting, building integrations, and APIs.
• Ability to translate product complexity into concrete technical solutions.

Responsibilities

• Resolve inbound support tickets across question types via omni-channel support.
• Triage and escalate issues with enough context for seamless handoff.
• Build AI-assisted workflows to automate manual support processes.
• Develop internal tools and integrations that scale support execution.
• Contribute to and improve the internal knowledge base and documentation.
• Tag and categorize tickets to support data quality and AI optimization.
• Take support-infrastructure projects from 0→1 and prototype quickly.
• Partner with leadership, Product, and Engineering to identify patterns for product improvements.

Skills

Customer-facing support

APIs

Scripting

Async communication

Automation

Data pipelines

Tools

Pylon

Linear

Job description

Rillet is seeking a Customer Support Engineer to join our growing team. You will resolve inbound support tickets, triage issues, and build AI-assisted workflows that automate manual processes.

You’ll develop internal tools linking Pylon, Linear, product data, and the data warehouse, while contributing to a scalable knowledge base. Collaboration with leadership, Product, and Engineering is essential to surface patterns for product improvements.