Founding AI-Native Support Engineer

Lightfield; San Francisco (CA); Hybrid; USD 175,000 - 195,000; Full time

Benefits offered by this job

Competitive salary

Meaningful early equity

Health insurance

PTO

Company holidays

Family leave

Work from home Wednesdays

Team events

401k plan

Commuter stipend

Job summary

Lightfield, an AI-native CRM, is hiring its first Support Engineer to build an AI-native support function from the ground up. You’ll own end-to-end resolution, triage, and escalation, working with the CSM, engineering, product, and customers to keep users productive.

You’ll scale through systems, not headcount, stand up the AI agent, maintain the knowledge base, and drive activation and retention with automated onboarding and proactive rescues.

Qualifications

• Technical, customer-facing background in support engineering, solutions engineering, CS Ops, or technical consulting.
• Carried real ticket volume and resolved the hardest issues; ability to walk through a fix.
• Wrote scripts, hit APIs, and debugged integrations without waiting on engineering; built automation.

Responsibilities

• Own inbound resolution end-to-end: manage queue, response times, and resolution quality.
• Stand up the AI support agent and drive deflection; keep knowledge base ahead of the product.
• Build internal tooling and health score models; define escalation criteria and SLAs.
• Deploy automated onboarding and activation; run proactive rescues with the CSM; surface expansion signals.
• Write the support playbook, SOPs, and rules of engagement; own product feedback loop for engineering.
• Lead with a customer-centric mindset while scaling systems, not headcount.

Skills

Support engineering

Solutions engineering

CS Ops

Technical consulting

Tools

APIs

Scripting

Integrations

Job description

Lightfield, an AI-native CRM, is hiring its first Support Engineer to build an AI-native support function from the ground up. You’ll own end-to-end resolution, triage, and escalation, working with the CSM, engineering, product, and customers to keep users productive.

You’ll scale through systems, not headcount, stand up the AI agent, maintain the knowledge base, and drive activation and retention with automated onboarding and proactive rescues.