Customer Support Specialist

Solve Intelligence; New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base salary

Significant equity

Full visa sponsorship

Private medical insurance

Free meals

Job summary

Solve Intelligence in New York is seeking a Customer Support Specialist who enjoys problem-solving and wants to shape the support function. This dedicated role serves demanding clients in the patent field, managing support tickets and enhancing customer experience.

The ideal candidate will be a graduate in engineering or a paralegal with an interest in customer success. With a focus on written communication and high agency, you'll be instrumental in supporting top-tier patent attorneys and enhancing our support systems.

Qualifications

• Genuine interest in customer experience and evidence of past ownership.
• Ability to communicate precisely in writing.
• Capable of high performance under pressure.

Responsibilities

• Own first responses to inbound support tickets.
• Resolve common support issues yourself.
• Triaging complex tickets to specialists.

Skills

Strong written communication

High agency

Customer experience focus

Education

Engineering or Computer Science degree

Paralegal qualifications

Tools

Intercom

Zendesk

Job description

Customer Support Specialist

Are you the kind of person who genuinely enjoys solving problems, and wants to do it inside a company that's moving fast? Do you want to shape a function as it's being built, learn how a real AI product works, and be in the room when decisions get made? This is your chance to join a rocket ship.

About the role

We are looking for sharp, high‑agency people to be the first line of support for our customers. You'll be joining the most lean, talent‑dense, and fast‑moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high.

Our customers are patent attorneys at top law firms and in‑house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn't scale, and it doesn't give customers the speed they deserve. You will fix that.

You'll be responsible for:

• Owning the first response on every inbound support ticket, across email, in‑app chat, and Slack Connect channels.
• Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk‑throughs of how to use Solve.
• Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately.
• Building the playbook: writing the help docs, recording Loom walk‑throughs, and turning recurring questions into self‑serve answers so customers stop needing to ask.
• Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next.
• Working closely with our customer‑facing attorneys and CSMs to make sure customers feel looked after end to end.
• Helping us figure out what good customer support looks like at Solve, then making it real.

This is a dedicated customer support role, the first of its kind at Solve. Some of the work is genuinely grunt work. The trade is that you get to shape how customer support runs at Solve, in a company where every hire is treated as a multiplier.

About you

We're open about your background. We’ve identified two profiles that may work well for this role:

• Engineering graduates or early‑career engineers who want to support client success, triage requests with real technical depth, and use their engineering skills to accelerate Solve.
• Paralegals or legal operations specialists with IP or patent exposure, comfortable in technical environments, and ready to build something with real ownership.

The common thread is having a builder mentality. You should be the kind of person who fixes the thing rather than logs it.

Essential:

• Genuine interest in customer experience, and evidence you've cared about it before. This might be a startup you've worked at, a side project, or a role where you've owned support, customer success, or service delivery directly.
• Strong written communication. Most of your work will be written, and our customers are precise about language.
• High agency. You spot the gap, you close it. You don't wait for someone to tell you what to do.
• The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration.

Nice to have:

• Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK). Or a computer science, engineering, or hard‑science degree.
• Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar).
• Familiarity with AI products, prompt design, or evaluation workflows.
• Comfort with technical products. You don't need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly.

What we offer

Competitive base salary depending on skill and experience.

Significant equity — we want you to take ownership in Solve Intelligence and share in the success that lies ahead.

Full visa sponsorship.

Opportunity to work with a super smart and ambitious group of people building something people want.

Private medical insurance.

Free meals.