AI-Driven Technical Support Engineer

Tenoneten; South Jordan (UT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Job summary

Windfall is seeking a Technical Support Engineer to own the customer support queue and the systems behind it. You’ll onboard new customers, configure accounts, map high-priority datasets, and resolve technical issues.

This role suits someone early in their career, with an operations mindset and curiosity about AI. You’ll work hands-on with Product and Engineering, building playbooks and AI-driven workflows to improve support efficiency and customer outcomes.

Qualifications

• Operational mindset: when you see a repeated task, you want to fix it, template it, or automate it.
• AI-curious: you already use tools like Claude or ChatGPT to work faster, and you want to build with them
• Detective instinct: you dig until you find the why, not just the what
• Adaptable communicator: you can switch easily between a frustrated customer, a busy engineer, and an executive
• Natural documenter: you write things down so others don’t have to ask (bonus points if you’re a Checklist Manifesto fan)
• Calm prioritizer: you separate the urgent from the noise, and you know when to solve something yourself and when to ask for help

Responsibilities

• Own the support queue: triage, troubleshoot, and resolve inbound tickets in Pylon, and elevate crisply to Product or Engineering when needed
• Support new customer and user onboarding, and get them to first value fast
• Monitor data delivery queues and account and dataset health, and catch issues before customers do
• Support wealth analytics reports and match analysis workflows
• Find the root cause of recurring issues and fix it with an operational improvement (e.g., a playbook, a knowledge base article, product feedback, or AI automation)
• Build and improve AI workflows that deflect and auto-resolve common questions
• When a playbook doesn’t exist yet, build it, and document your work so every handoff is clean
• Keep accurate records in Pylon, Salesforce, and our internal knowledge base
• Turn customer feedback and bug patterns into clear input for the product roadmap

Skills

Operational mindset

AI-curious

Detective instinct

Adaptable communicator

Natural documenter

Calm prioritizer

Education

Bachelor’s degree or equivalent

Tools

Salesforce

HubSpot

Pylon

Zendesk

Intercom

Job description

Windfall is seeking a Technical Support Engineer to own the customer support queue and the systems behind it. You’ll onboard new customers, configure accounts, map high-priority datasets, and resolve technical issues.

This role suits someone early in their career, with an operations mindset and curiosity about AI. You’ll work hands-on with Product and Engineering, building playbooks and AI-driven workflows to improve support efficiency and customer outcomes.