AI Platform Support Engineer: Frontline & Runbooks

Profound; New York (NY); On-site; USD 130,000 - 146,000; Full time

Job summary

Profound, a fast-growing AI marketing platform, seeks a Support Engineer to join the early Support Engineering team in NYC. You will own the front-line ticket queue, reproduce bugs, and drive fast, accurate responses across Scale to Enterprise customers.

You’ll shape runbooks, tooling, and best-in-class support for AI search. You’ll collaborate with Engineering, Product, and Customer Success to improve triage, automation, and customer communications during incidents.

Qualifications

• 1-3 years of experience in technical support, customer-facing, or engineering roles (internships, co-ops, and strong side projects count).
• Hands-on technical aptitude: reading logs, writing basic queries, working with APIs, debugging web tech (DNS, HTTP, JavaScript).
• Excellent written communicator with customers and engineers.
• High ownership and customer empathy in every ticket.
• Willing to participate in on-call rotations (24/7).

Responsibilities

• Own the front line of Profound's ticket queue: triage, investigate, and resolve customer issues across ticketing system and Slack channels.
• Reproduce bugs, read logs, and write queries to obtain root cause; escalate code-level issues with repro steps.
• Meet response and resolution SLAs and contribute to core metrics: first response time, time to resolution, CSAT, backlog aging, ticket deflection.
• Participate in the team's coverage model, including on-call rotations and clean handoffs across regions.
• Write and maintain internal runbooks and public knowledge base articles to deflect recurring tickets.
• Develop hands-on expertise in Profound's integrations: Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, Contentful.
• Surface recurring defects and customer pain to Product and Engineering to speed fixes.
• Partner with Customer Success and Account Management for smooth onboarding to steady-state support across Scale, Mid-Market, Enterprise.
• Assist with customer communications during incidents, including status updates and post-incident follow-ups.
• Improve AI-assisted triage tooling and build support out of code and automation.

Skills

Technical support

API usage

Log analysis

JavaScript debugging

Education

CS/Engineering degree or equivalent

Tools

APIs

Ticketing systems

Slack

Job description

Profound, a fast-growing AI marketing platform, seeks a Support Engineer to join the early Support Engineering team in NYC. You will own the front-line ticket queue, reproduce bugs, and drive fast, accurate responses across Scale to Enterprise customers.

You’ll shape runbooks, tooling, and best-in-class support for AI search. You’ll collaborate with Engineering, Product, and Customer Success to improve triage, automation, and customer communications during incidents.