Head of Customer Support Engineering

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

Job summary

Mendable is seeking a Head of Customer Support Engineering to build and automate support functions. Candidates should have a strong technical background with 2-5 years in software development, embodying an AI-first, automation-driven approach to enhance user support. This role offers a substantial salary in a fast-growing startup environment.

Benefits

Fast growing startup

Significant growth opportunities

Remote-first culture

Direct impact working with founders

Qualifications

• 2-5+ years professional software development experience.
• Experience with AI tools and automation.
• Strong understanding of APIs and web technologies.

Responsibilities

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

Skills

Problem Solving

Automation

Communication

Job description

1 month ago Be among the first 25 applicants

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

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

What Makes You a Great Fit

Strong Engineering Foundation (Required): 2-5+ years professional software development experience. Comfortable debugging production issues, understanding APIs, web tech.

Previous Founder or early employee: You need to have either started a company, or worked as a early employee at a < 15 person startup!

AI Obsession & Automation Drive: You actively use and are excited by AI tools to improve efficiency. You think in terms of scalable, automated systems.

Excellent Communicator: Can explain technical concepts clearly and love helping users.

Process Builder & Self-Starter: Excited to build AI-augmented systems from scratch in an ambiguous environment.

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

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

What You DON'T Need

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

Why Join Firecrawl?

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

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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