Customer Support Engineer

Rox; San Francisco (CA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Equity upside

Medical/dental/vision

401(k)

Unlimited PTO

Parental leave

Wellness stipend

Learning stipend

Commuter benefits

Job summary

Rox in San Francisco is seeking a Customer Support Engineer to own how customers get unblocked when something breaks or is unclear in the product. This is a technical, customer-facing role handling tickets across integrations, workflows, and core platform behavior.

You will partner with Growth Strategists, FDEs, CSMs, and Engineering to move severe issues fast, and turn recurring problems into docs, tooling, or fixes.

Qualifications

• 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS.
• Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations.
• Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences.
• Clear written communication: customers should leave every thread knowing status, next step, and owner.

Responsibilities

• Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication.
• Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues.
• Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration.
• Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build.
• Write and maintain public and internal docs so customers and teammates can self-serve the common paths.
• Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering.
• Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows.
• Represent Rox with calm, precision, and ownership in every customer touchpoint.

Skills

Technical support

Troubleshooting

Customer communications

Documentation

Automation mindset

SQL basics

CRM systems

Fast-paced environment

Tools

Salesforce

HubSpot

Job description

About Us

At Rox, we believe in empowering people to do their best work.

About Us

At Rox, we believe in empowering people to do their best work. Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling. Just as coding agents 10x’d engineering, revenue agents 10x customer work. We are reimagining the revenue stack by building the world’s first revenue operating system, from the application layer to the system of context. With Rox, humans are evolving to orchestrators while agents manage the end-to-end customer lifecycle. Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition. Underlying all of this success is an unwavering, shared belief in the mission, with an unreasonable commitment of doing whatever it takes to make it a reality. The Team Nothing is possible without the world‑class team, assembled to redefine how businesses operate.

Members On Our Team Have

• Founded and exited successful companies
• Held the highest positions at Google, AWS, Confluent, and New Relic
• Won IMO and IOI gold medals
• Published field-defining papers

We’re backed by the best, including Sequoia, General Catalyst, Google Ventures, Elad Gil, and Chris Ré.

Core Principles

Taste: Craft beautiful experiences. No matter how small, we strive to make sure every detail is right. We care deeply about every interaction, both in terms of whether it helps the seller get the job done, but also how the product makes them feel. We get a visceral feeling when something is off and stop at nothing to make sure we make it right. We never settle, continuously exploring ways to delight sellers.

Obsession: Commit unreasonably. In all aspects of our craft, we commit. We not only are immediately reactive to customers’ requests but are proactive about driving value even before they ask. We are also obsessive about always learning and honing our craft, improving ourselves and product every single day.

Action: Get it done. Talking is easy but the difference comes from the execution. We lean heavily towards making thoughtful yet fast decisions and delivering immediately. We play in a field where trust is paramount. We earn the trust and right to empower the best sellers by forging a history of over-delivering on the promise at record speed.

Your Role

As a Customer Support Engineer at Rox, you'll own how customers get unblocked when something breaks or is unclear in the product. You'll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency. This is a technical, customer-facing role. You'll work tickets and escalations across integrations, workflows, agents, and core platform behavior. You'll partner with Growth Strategists, FDEs, CSMs, and Engineering so severe issues move fast, and recurring issues become docs, tooling, or product fixes rather than the same answer forever. If you like debugging under pressure and raising the bar for how a support function operates at a fast-moving AI company, we'd love to talk.

Responsibilities

• Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication
• Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues
• Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration
• Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build
• Write and maintain public and internal docs so customers and teammates can self-serve the common paths
• Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering
• Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows
• Represent Rox with calm, precision, and ownership in every customer touchpoint

Qualifications

• 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS
• Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations
• Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences
• Clear written communication: customers should leave every thread knowing status, next step, and owner
• Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plus
• Familiarity with SQL or a scripting language for investigating customer data issues is a plus
• Bias toward documentation and automation over repeating the same manual fix
• Comfort operating in a fast-moving, early-stage environment where process is still being built
• Be located in or willing to relocate to San Francisco

Benefits

• Competitive pay with considerable equity upside
• Medical, dental, and vision, including 100% company-paid plans for you and eligible dependents
• Company-paid life & AD&D, plus short- and long-term disability
• 401(k) with automatic enrollment
• Unlimited PTO, plus paid sick leave, company holidays, and bereavement
• Up to 20 weeks of paid parental leave at 100% pay (birth, adoption, or foster)
• Wellness stipend: $375/quarter
• Learning stipend: up to $2,000/year
• Internet & cell phone stipend: $25/month
• Mental health support, virtual care, and care navigation
• Fertility & family-building support, plus backup care membership
• Pre-tax commuter benefits (transit & parking)
• SF HQ: daily catered breakfast & lunch, meal allowances, and rideshare support when commuting to the office