AI-Driven Support Engineer

Outset; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Outset is expanding its Customer Support team in San Francisco. This role focuses on owning a live queue of inbound product and account inquiries, performing advanced troubleshooting, and collaborating closely with Engineering, Product, and Design.

You will design systems, automations, and training content to scale our AI-native support function. Ideal candidates have 4-8+ years in technical support, can read internal logs with SQL or similar tooling, and are excited to build scalable processes

Qualifications

• 4-8+ years in technical support or related technical customer-facing roles
• Technical depth: review logs and use SQL or data tooling to debug issues
• Experience configuring a support platform and building reporting

Responsibilities

• Own the support queue end to end for inbound product and account inquiries
• Do advanced troubleshooting: reproduce issues, review logs, isolate cause
• Write reproducible bug reports and follow through to resolution with customer communication
• Build deep product expertise on the CX team and improve internal/external product understanding
• Own and operationalize the support platform (routing, automation, SLAs, macros)
• Design support dashboards and turn data into actionable leadership insights
• Build and maintain knowledge base and runbooks
• Prototype and ship AI-assisted support features (triage, drafting responses)
• Turn support signals into product signals for roadmap input
• Collaborate with Customer Operations on workflows and documentation

Skills

Technical support

SQL

Customer communication

AI curiosity

Prioritization

Ownership

Tools

Pylon

Zendesk

Intercom

Front

Job description

Outset is expanding its Customer Support team in San Francisco. This role focuses on owning a live queue of inbound product and account inquiries, performing advanced troubleshooting, and collaborating closely with Engineering, Product, and Design.

You will design systems, automations, and training content to scale our AI-native support function. Ideal candidates have 4-8+ years in technical support, can read internal logs with SQL or similar tooling, and are excited to build scalable processes