Product Support & AI Automation Lead

Breakthrough; United States; Remote; USD 90,000 - 135,000; Full time

Job summary

Breakthrough is seeking a Customer Success engineer who will partner with the Product team to remove technical load from CSMs and ensure customers experience reliable, self-serve solutions. You will diagnose issues from logs, write clear bug reports, and help build a knowledge base and AI-assisted support.

You’ll own client setup, data, and troubleshooting calls, with a focus on rapid resolution and long-term automation as the company scales.

Qualifications

• Must have working SQL skills and ability to write SELECT queries with filters and joins.
• Strong troubleshooting instinct to dig past surface issues.
• Clear, warm communication capable of explaining problems to busy clients.
• Hands-on experience with AI tools to automate or speed up work.
• Ability to juggle tickets and active website builds with precise setup and data entry.

Responsibilities

• Own the ticket queue and resolve issues related to software, logins, billing, and messaging.
• Find root causes by inspecting logs and running SQL; reproduce issues to distinguish defects from user error.
• Join client calls when written guidance isn't enough to solve the problem.
• Escalate only when a code fix or product decision is required; provide clear next steps.
• Write bug reports with steps to reproduce and evidence for engineers.

Skills

SQL skills

Troubleshooting instinct

Clear communication

Hands-on AI tools

organizational skills

Tools

Jira

HubSpot

Asana

Fathom

Claude

Job description

Breakthrough is seeking a Customer Success engineer who will partner with the Product team to remove technical load from CSMs and ensure customers experience reliable, self-serve solutions. You will diagnose issues from logs, write clear bug reports, and help build a knowledge base and AI-assisted support.

You’ll own client setup, data, and troubleshooting calls, with a focus on rapid resolution and long-term automation as the company scales.