Frontline AI Marketing Support Engineer - On-Call

Profound; New York (NY); Hybrid; USD 130,000 - 146,000; Full time

Job summary

Profound is seeking a Support Engineer to join on-site teams in NYC or London. You will handle front-line ticket triage, bug reproduction, and root-cause analysis, collaborating with Engineering, Product, and Customer Success to deliver fast, accurate support for Scale to Enterprise customers.

The role offers growth in AI-driven support tooling, runbooks, and integrations with Cloudflare, AWS, WordPress, and other CMSs, with on-call rotations and a strong customer-empathy focus.

Qualifications

• 0–2 years of experience in technical support, customer-facing, or engineering roles (internships, co-ops, and strong side projects count).
• Excellent written communicator who can explain technical issues clearly and empathetically to customers, and precisely to engineers.
• High ownership and customer empathy — you treat every ticket as Profound's reputation on the line and don't hand off problems until they're solved.
• Fast, curious learner who thrives in ambiguity and a high-iteration environment where the category itself is still being defined.
• Willing to participate in on-call rotations as part of a 24/7 coverage model.
• Interest or experience in AI, developer tools, infrastructure, or marketing technology is a strong plus.

Responsibilities

• Own the front line of Profound's ticket queue: triage, investigate, and resolve customer issues across our ticketing system and Slack-based support channels
• Reproduce bugs, read logs, and write queries to get to root cause, and escape code-level issues to Engineering with clean, well-documented repro steps
• Meet response and resolution SLAs and contribute to the team's core metrics: first response time, time to resolution, CSAT, backlog aging, and ticket deflection
• Participate in the team's coverage model, including on-call rotations and clean handoffs to teammates in other regions as part of our follow-the-sun operation
• Write and maintain internal runbooks and public knowledge base articles, turning recurring tickets into deflection content so the team scales faster than ticket volume
• Develop hands‑on expertise in Profound's integrations surface area: Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem
• Surface recurring defects and customer pain to Product and Engineering, shortening the loop between what customers hit and what gets fixed
• Partner with Customer Success and Account Management to ensure smooth handoffs from onboarding to steady‑state support across Scale, Mid-Market, and Enterprise customers
• Assist with customer communications during incidents, including status page updates and post-incident follow‑ups
• Use and improve our AI-assisted triage tooling, helping build support out of code and automation, not just headcount

Skills

Technical support

Customer communication

On-call readiness

Job description

Profound is seeking a Support Engineer to join on-site teams in NYC or London. You will handle front-line ticket triage, bug reproduction, and root-cause analysis, collaborating with Engineering, Product, and Customer Success to deliver fast, accurate support for Scale to Enterprise customers.

The role offers growth in AI-driven support tooling, runbooks, and integrations with Cloudflare, AWS, WordPress, and other CMSs, with on-call rotations and a strong customer-empathy focus.