AI-Driven Customer Support Engineer

Rillet; Palo Alto (CA); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Health and dental insurance

Equity compensation

Flexible PTO and holidays

Team offsites

Job summary

Rillet is an AI-native ERP that helps finance teams move quickly and accurately. We’re hiring a Customer Support Engineer to resolve inbound tickets, build AI-assisted workflows, and develop internal tools that scale support as we grow.

In this hybrid role, you’ll collaborate with Product and Engineering, work from our San Francisco or NYC hubs, and contribute to a fast-moving team focused on exceptional customer outcomes.

Qualifications

• 6 months to 3 years in a customer-facing or technical support role.
• Customer-first orientation with focus on experience in every response.
• Technically capable with scripting, building integrations, and working with APIs, data pipelines, or AI-powered workflows.
• Strong written communication in async channels.
• Fast learner who can absorb product complexity quickly; scaling support.
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Responsibilities

• Resolve inbound support tickets across question types via omni-channel support with clear, professional communication.
• Triage and elevate issues to Customer Success or Engineering with context for seamless handoff.
• Build AI-assisted workflows that automate manual support processes.
• Develop internal tools and integrations that scale support, linking support tooling, product, and data warehouse.
• Contribute to and improve the internal knowledge base with resolutions and edge cases.
• Tag and categorize tickets to support data quality and AI optimization; instrument systems for observability.
• Take infrastructure projects from prototype to durable systems; partner with leadership to surface product improvements.

Skills

Customer-facing support

Attention to detail

Fast learner

Triage ability

Written communication

Autonomy

Problem solving

Ownership

Tools

APIs

Data pipelines

AI/LLM workflows

Pylon

Linear

Job description

Rillet is an AI-native ERP that helps finance teams move quickly and accurately. We’re hiring a Customer Support Engineer to resolve inbound tickets, build AI-assisted workflows, and develop internal tools that scale support as we grow.

In this hybrid role, you’ll collaborate with Product and Engineering, work from our San Francisco or NYC hubs, and contribute to a fast-moving team focused on exceptional customer outcomes.