Head of Customer Support Engineering

Mendable; San Francisco (CA); Remote; USD 200,000 - 320,000; Full time

Job summary

An innovative startup is seeking a Head of Customer Support Engineering to spearhead their support function with an AI-first approach. In this pivotal role, you will leverage your engineering expertise to design automated workflows and directly resolve technical issues. The ideal candidate is an AI enthusiast with a passion for problem-solving and a strong foundation in software development. Join a fast-growing company that values creativity and offers significant growth opportunities in a remote-first culture. If you're ready to make a direct impact and build something from the ground up, this is the role for you.

Qualifications

• 2-5+ years in software development with strong debugging skills.
• Experience with AI tools and automation is a must.

Responsibilities

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

Skills

Software Development

AI Tools

Automation

Communication Skills

Process Building

Tools

Pylon

APIs

Web Scraping

Data Pipelines

Job description

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This range is provided by Mendable. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$200,000.00/yr - $320,000.00/yr

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 Head of Customer Support Engineering to build our support function from the ground up with an AI-first, automation-heavy approach.

This is an engineering role first. Your primary qualification must be a strong technical background (2-5 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

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

What Makes You a Great Fit

1. Strong Engineering Foundation (Required): 2-5+ years professional software development experience. Comfortable debugging production issues, understanding APIs, web tech.
2. Previous Founder or early employee: You need to have either started a company, or worked as an early employee at a < 15 person startup!
3. AI Obsession & Automation Drive: You actively use and are excited by AI tools to improve efficiency. You think in terms of scalable, automated systems.
4. Excellent Communicator: Can explain technical concepts clearly and love helping users.
5. Process Builder & Self-Starter: Excited to build AI-augmented systems from scratch in an ambiguous environment.
6. 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

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

What You DON'T Need

1. An Ivy League college degree (or any specific university pedigree)
2. A degree at all (we care about skills and experience, not formal qualifications)
3. 10 years of prompt engineering experience (this is a new field, everyone is learning together)

Why Join Firecrawl?

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

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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