Founding Support Engineer - AI-Driven Ops (Remote)

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

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