Founding Support Engineer

Limitless Labs; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote role

Founding team opportunity

Job summary

Limitless Labs is seeking a founding technical support hire for a fully remote role based in the United States. You will build the support function, establish processes, tools, and customer communications that connect users with sales, product, and engineering teams.

The role combines hands-on enterprise support with designing an AI-assisted model for broader customer needs. You will set up operations, manage enterprise channels, and drive continuous improvement through collaboration with

Qualifications

• 5+ years leading B2B software support.
• Experience building support ops from the ground up (workflows, targets, escalation guides).
• Strong debugging and troubleshooting of complex software with engineering collaboration.
• Hands-on in selecting and implementing support tools (ticketing, CRM, knowledge base).
• Familiarity with CAD/CAM, manufacturing, or engineering software environments.

Responsibilities

• Set up support operations with service targets by customer tier, triage, escalation routes, on-call coordination, workflows, and playbooks.
• Manage enterprise support through dedicated channels, prioritization, escalations, and customer updates.
• Design an AI-assisted support model for mid-market customers with automated diagnosis, self-service, and human escalation within 24 hours.
• Support customers installing and running the product, including troubleshooting installations and environment issues.
• Identify recurring problems, coordinate root-cause fixes with product/engineering, and share customer insights for roadmap.
• Select and implement support systems such as ticketing, CRM, knowledge base, and SLA tracking tools.

Skills

Technical support leadership

B2B software support

CAD/CAM familiarity

Troubleshooting

Cross-functional collaboration

Tools

Ticketing systems

CRM tools

Knowledge base

SLA tracking

Job description

Role overview

Build a technical support function for a software product used in computer-aided manufacturing. As the founding support hire, you will establish the processes, tools, and customer communication practices that connect users with sales, product, and engineering teams. The role combines hands‑on enterprise support with designing an AI‑assisted model for broader customer needs.

Responsibilities

• Set up support operations, including service targets by customer tier, issue triage, escalation routes, on‑call coordination, workflows, and playbooks.
• Handle enterprise support through dedicated channels, managing prioritization, escalations, and customer updates.
• Design an AI‑assisted support model for mid‑market customers, with automated diagnosis, self‑service, and human escalation within 24 hours.
• Support customers who install and run the product themselves, including troubleshooting installation and environment problems.
• Identify recurring problems, coordinate root‑cause fixes with product and engineering, and share customer insights that can inform the roadmap.
• Select and implement support systems such as ticketing, customer relationship management, knowledge base, and service‑level tracking tools.

Requirements

• At least five years of technical support experience in B2B software, including support leadership; experience serving customers across regions is preferred.
• Experience creating support operations from the ground up, including workflows, service targets, escalation guides, knowledge bases, and dashboards.
• Strong technical troubleshooting skills with complex software, with the ability to investigate issues independently and work closely with engineering.
• Hands‑on experience choosing and implementing support tools.
• Familiarity with CAD/CAM, manufacturing, or engineering software environments.

Nice to have

• An engineering background or practical experience with AI or machine‑learning products.

Benefits and work setup

• Full‑time, remote role based in the United States.