Founding Engineer (Support)

Mendable; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a fast-growing startup as a Founding Support Engineer, where you'll build an AI-powered support function from the ground up. This role requires a strong engineering background and a passion for automation and problem-solving. You'll directly impact user experience by resolving technical issues and creating scalable processes. With a remote-first culture and significant growth opportunities, this position offers a chance to work closely with the founders and shape the future of support at the company. Embrace the challenge of building innovative solutions in a dynamic environment!

Qualifications

• 4+ years of software development experience required.
• Strong engineering foundation with debugging skills.

Responsibilities

• Design and manage AI-driven support workflows.
• Resolve complex user issues related to APIs and data.

Skills

Software Development

Technical Support

Automation

AI Tools

Communication

Tools

Pylon

Web Scraping

Data Pipelines

Job description

About Firecrawl & The Role:

Firecrawl provides LLM-ready web data for developers. We're growing fast, and support requests across email/Discord/Twitter are piling up. We urgently need our first Founding Support Engineer to build our support function from the ground up with an AI-first, automation-heavy approach.

!! IMPORTANT !! - This is an engineering role first. Your primary qualification must be a strong technical background (4+ years minimum software development experience). Experience in traditional support/success is secondary.

We need an AI-obsessed engineer who loves solving user problems, automating workflows, and communicating clearly.

What You'll Do:

• Build & Automate: Design, implement, and manage AI-driven support workflows (using tools like Pylon) to handle volume efficiently.
• Provide Technical Support: Directly resolve complex user issues (bugs, questions) related to our APIs, scrapers, and data pipelines.
• Develop Processes & Docs: Create scalable triage systems and documentation for both users and AI agents.
• Be the Voice of the Customer: Analyze support trends and provide feedback to the product team.

What Makes You a Great Fit:

• Strong Engineering Foundation (Required): 2+ years professional software development experience. Comfortable debugging production issues, understanding APIs, web tech.
• AI Obsession & Automation Drive: You actively use and are excited by AI tools to improve efficiency. You think in terms of scalable, automated systems.
• Excellent Communicator: Can explain technical concepts clearly and love helping users.
• Process Builder & Self-Starter: Excited to build AI-augmented systems from scratch in an ambiguous environment.
• Hands-On & Low Ego: Ready to tackle everything from strategy to individual tickets as the founding member (no initial direct reports).

Stand Out If You Have:

• Experience with AI support tools (esp. Pylon), LLM applications, or building support automation.
• Familiarity with web scraping, data pipelines.

What You DON'T Need:

• An Ivy League college degree (or any specific university pedigree)
• A degree at all (we care about skills and experience, not formal qualifications)
• 10 years of prompt engineering experience (this is a new field, everyone is learning together)

Why Join Firecrawl?

• Fast growing, cashflow positive startup with a product people love (just look us up on X.com)
• Build a cutting-edge, AI-powered support function from zero.
• Direct impact working closely with founders in a fast-paced environment.
• Remote-first culture, significant growth opportunities.