Founding SaaS Technical Support Engineer

Jenn Nguyen and Friends; San Francisco (CA); Hybrid; USD 130,000 - 180,000; Full time

Job summary

A fast-growing SaaS startup is seeking a Founding SaaS Technical Support Engineer to optimize support workflows and manage a global team. With competitive equity and the chance to lead a core function impacting customer satisfaction, this role offers significant career growth opportunities in a collaborative environment. The ideal candidate will have extensive technical support experience and strong debugging skills.

Benefits

Competitive equity

Impact from Day One

Career growth opportunities

Qualifications

• 4+ years of experience in technical product support.
• Strong hands-on debugging skills.
• Experience managing support teams preferred.

Responsibilities

• Optimize support workflows and redesign ticket flows.
• Oversee a global team of support agents.
• Champion knowledge and automation improvements.

Skills

Debugging skills (HTML, JS, CSS)

Communication

Leadership

Tools

Zendesk

Pylon

Job description

Founding SaaS Technical Support Engineer

Founding SaaS Technical Support Engineer

3 weeks ago Be among the first 25 applicants

Founding SaaS Technical Support Engineer Compensation: $130K-$180K + Competitive Equity

Location: San Francisco (Hybrid, 3 days/week in-office)

Who Are We?

Were a fast-growing SaaS startup building world-class tools for technical and non-technical teams alike. We believe customer support isn't just a cost center its a competitive advantage. As we scale, we need a leader to take our Support function to the next level: optimizing processes, improving customer outcomes, and scaling a team that's already known for its hustle and smarts.

What's in It for You?

Impact from Day One: You'll own a core function that directly affects retention, upsell, and customer satisfaction.

Career Growth: Step into a player-coach role with a clear path to building and managing a high-performing team.

Equity Upside: Competitive equity in a fast-scaling, product-led startup.

Cutting-Edge Tools: Work with tools like Pylon and Zendesk, and lead initiatives that leverage AI for smarter, faster support.

Tight-Knit Team: Collaborate daily with engineers, PMs, and growth leaders who care deeply about customer experience.

What Will You Do?

Optimize Support Workflows

Redesign ticket flows, macros, triggers, and SLAs across tiers (Basic, Standard, Growth).

Maintain triage boards and dashboards for NPS, trends, and high-severity issues.

Implement tagging and classification systems for bugs, features, and escalations.

Build Technical Depth

Become a subject matter expert in the product's technical internals.

Lead the team in debugging complex issues using HTML, JS, and CSS.

Partner with Engineering and Product to escalate, prioritize, and resolve bugs.

Manage & Scale the Team

Oversee a global team of 9+ agents across multiple support tiers and time zones.

Run shift planning, performance reviews, and productivity analysis.

Foster a high-accountability, high-collaboration culture.

Champion Knowledge & Automation

Continuously improve help center content, internal runbooks, and training documentation.

Leverage AI and automation to improve deflection and first-contact resolution.

Build agent feedback loops to drive content and process improvements.

What Will You Need?

4+ years of experience in technical product support, product implementation, or related technical roles.

Strong hands-on debugging skills (HTML, JS, CSS) and a bias toward self-sufficiency.

Deep knowledge of SaaS tools and ecosystems especially Zendesk, Pylon, or similar.

Experience managing support teams (bonus if you've worked with offshore contractors).

Proven ability to thrive in early-stage, fast-paced environments.

Clear communicator with a strategic mindset you see support as a growth lever, not just a cost center.

Bonus Points

Youve worked at or founded an early-stage startup (Series A or earlier).

Background in no-code/low-code platforms (Replo, Webflow, etc).

Experience with Figma or an eye for UX/design.

Track record of building processes from scratch not just maintaining systems someone else built.

Please Note

Visa sponsorship is not available at this time. This is a hybrid role with at least 3 days/week expected in the San Francisco office.

Ready to build a support function that actually supports the business? Lets talk.

Founding SaaS Technical Support Engineer Compensation: $130K-$180K + Competitive Equity

Location: San Francisco (Hybrid, 3 days/week in-office)

Who Are We?

Were a fast-growing SaaS startup building world-class tools for technical and non-technical teams alike. We believe customer support isn't just a cost center its a competitive advantage. As we scale, we need a leader to take our Support function to the next level: optimizing processes, improving customer outcomes, and scaling a team that's already known for its hustle and smarts.

What's in It for You?

Impact from Day One: You'll own a core function that directly affects retention, upsell, and customer satisfaction.

Career Growth: Step into a player-coach role with a clear path to building and managing a high-performing team.

Equity Upside: Competitive equity in a fast-scaling, product-led startup.

Cutting-Edge Tools: Work with tools like Pylon and Zendesk, and lead initiatives that leverage AI for smarter, faster support.

Tight-Knit Team: Collaborate daily with engineers, PMs, and growth leaders who care deeply about customer experience.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting and Civil Engineering

Referrals increase your chances of interviewing at Jenn Nguyen and Friends by 2x

Get notified about new Technical Support Engineer jobs in San Francisco, CA.

San Francisco, CA $100,000.00-$140,000.00 3 months ago

San Francisco, CA $62,000.00-$72,000.00 6 days ago

Senior Technical Support Engineer, Operations & Support

San Francisco, CA $62,000.00-$72,000.00 15 hours ago

San Francisco, CA $90,000.00-$120,000.00 4 days ago

San Francisco, CA $70,000.00-$150,000.00 1 year ago

San Francisco, CA $50.00-$60.00 4 days ago

San Francisco, CA $5,000.00-$8,000.00 1 month ago

San Francisco, CA $95,000.00-$130,000.00 4 days ago

San Francisco, CA $90,000.00-$150,000.00 1 day ago

San Francisco, CA $120,000.00-$170,000.00 4 days ago

San Francisco, CA $150,000.00-$200,000.00 1 month ago

Technical Support Engineer - University Graduate 2025

San Francisco, CA $95,000.00-$130,000.00 4 days ago

San Francisco, CA $150,000.00-$250,000.00 2 weeks ago

Regional Technical Support (San Francisco- Hybrid)

San Francisco, CA $40.38-$53.36 4 days ago

San Francisco, CA $90,000.00-$150,000.00 10 months ago

San Francisco, CA $70,000.00-$95,000.00 5 days ago

San Francisco, CA $180,000.00-$260,000.00 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.