Founding Customer Success Engineer

GovEagle; New York (NY); Presencial; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental, and vision insurance

401(k)

Generous PTO

Resumo da oferta

GovEagle, NYC-based AI platform for government contractors, seeks a Support Engineer to own the queue, debug root causes, and enable customers with configuration fixes and on-boarding. You’ll also assist pre‑sales with technical demos and security reviews, and help build a knowledge base for faster resolution.

Ideal candidates have 3+ years in B2B tech support, strong identity/Microsoft experience, and excellent written communication. NYC in-person presence four days a week is required.

Qualificações

• 3+ years in technical support, solutions engineering, or implementation at a B2B software company, including demos or technical evaluations with customers.
• Hands-on with identity and Microsoft: Okta or Entra ID, SSO (SAML and OIDC), and SharePoint and Microsoft 365 administration.
• Comfortable reading logs, writing SQL, and calling APIs; you can read code even if you don’t write it every day.
• You use AI tools to investigate and write faster, and you know where not to trust them.
• You write clearly enough that a customer and our engineers both act on the same message.
• You own follow-ups without being asked; team lead experience is a plus.
• U.S. citizen (required): this role works inside customer environments subject to export controls.
• Able to work in person in New York City four days a week.

Responsabilidades

• Own the support queue, fast: first reply within 10 minutes during business hours and own until fixed.
• Debug to the root cause: SSO, Okta logins, SharePoint, Office add-ins and file processing using logs and admin consoles.
• Resolve without engineering when you can: configuration, workarounds; otherwise reproduce and hand Linear ticket to an engineer.
• Run technical onboarding: set up SSO and SharePoint with customer IT for new accounts and pilots.
• Step into pre-sales: join sales on technical deep dives, demos, security reviews, and pilots.
• Build the knowledge base and close the loop: help articles, runbooks, security questionnaire kit, weekly engineering readout.

Conhecimentos

Technical support

Solutions engineering

SQL queries

API usage

Identity platforms (Okta/Entra ID)

SSO (SAML/OIDC)

SharePoint admin

Clear written communication

AI tooling for debugging

US citizen

Ferramentas

Okta

Entra ID

SharePoint

Microsoft 365

Office add-ins

SQL tooling

Descrição da oferta de emprego

Why We Need You

Defense primes and top federal integrators run their RFP lifecycle on GovEagle inside FedRAMP and AWS GovCloud, from our web app, Word, and SharePoint. As we’ve grown (5x revenue, 10x DAU), so has our support inbox: SSO logins, SharePoint connections, Office add-in issues, and security questionnaires. Most of it needs no code, but today our founders answer it, and answering in minutes is a big reason customers love us.

We are hiring our first Support Engineer to own that work. You’ll answer fast, debug to the root cause, fix what can be fixed through configuration and admin tools, hand engineers a ticket they can act on immediately when it can’t, and close the loop with every customer. When a deal needs technical depth, you’ll step into pre‑sales as our solutions engineer. As the team grows, this role grows into leading support.

What You’ll Do

• Own the support queue, fast. Customers hear from you in minutes: our standard is a first reply within 10 minutes during business hours. Then own every item until it is fixed and the customer has confirmed it.

• Debug to the root cause. SSO and Okta logins, SharePoint and Microsoft 365 connections, Office add‑in issues, and file processing, using logs, admin consoles, and our data.

• Resolve without engineering when you can. Configuration, feature flags, account setup, workarounds. Otherwise, reproduce it and write a Linear ticket an engineer can act on right away.

• Run technical onboarding. Set up SSO and SharePoint with customer IT teams for new accounts and pilots.

• Step into pre‑sales. Join sales on technical deep dives, demos, and security reviews with prospects, and get pilots technically ready so they start fast.

• Build the knowledge base and close the loop. Help articles, runbooks, a security‑questionnaire answer kit, and a weekly readout to engineering on what is breaking and why.

What We’re Looking For

• 3+ years in technical support, solutions engineering, or implementation at a B2B software company, including demos or technical evaluations with customers.

• Hands‑on with identity and Microsoft: Okta or Entra ID, SSO (SAML and OIDC), and SharePoint and Microsoft 365 administration.

• Comfortable reading logs, writing SQL, and calling APIs; you can read code even if you don’t write it every day.

• You use AI tools to investigate and write faster, and you know where not to trust them.

• You write clearly enough that a customer and our engineers both act on the same message.

• You own follow‑ups without being asked; team lead experience is a plus.

• U.S. citizen (required): this role works inside customer environments subject to export controls.

• Able to work in person in New York City four days a week.

Nice to have: Enterprise security reviews (FedRAMP, CMMC, SOC 2), Microsoft GCC High, Office add‑ins. No GovCon background needed; we’ll teach you the domain.

What success looks like in your first 90 days

• 30 days: Answering the queue alongside the founders; you’ve handled each of our ten most common issue types end to end.

• 60 days: You own the queue and the founders are out of first response; runbooks for logins and SharePoint are live; you’ve joined your first prospect demos.

• 90 days: Most issues resolved without engineering, first replies within 10 minutes in business hours, and a knowledge base and security answer kit for our common questions.

About GovEagle

GovEagle's AI platform helps government contractors win more work. Our AI agents dramatically reduce RFP response times by helping teams shred requirements, build compliance matrices, deliver exhaustive outlines, and draft compelling narratives. We’re well capitalized ($10M from Y Combinator, Strategic Cyber Ventures, Sorenson Capital, and others) and based in NYC. Benefits: medical, dental, and vision insurance; 401(k); generous PTO.

Why Join Us

• High ownership: we hire smart people and get out of the way.

• AI‑native: get deep on the frontier of AI agents, in the product and in how we work.

• Customer love: work directly with customers who are getting real value.

• Team: we’re in person in NYC. Here we are at the holiday party.