Product Support Engineer

Centralize; San Francisco, New York (CA, NY); Hybrid; USD 60,000 - 100,000; Full time

Benefits offered by this job

Fully covered health, dental, and视觉保险

401(k)

Parental leave

Unlimited PTO plus company holidays

Quarterly offsites

Equipment stipend

Job summary

Centralize is building the first dedicated support function from the ground up. You will own customer support channels end to end, deliver fast, helpful responses, and act as a source of product feedback and roadmap input to shape our early-stage platform.

You will partner with engineering to fix bugs, contribute to scalable support processes, and leverage AI to stay ahead of evolving customer needs. This role offers a path to impact and equity within a rapidly growing SaaS startup.

Qualifications

• 2+ years in a technical customer support or customer engineering role at a fast-growing SaaS/tech company.
• Ability to be the first point of contact for customers.
• Able to dig into logs and unfamiliar codebase to diagnose issues.
• Exceptional written and verbal communication.
• High initiative and ownership of open issues across channels.

Responsibilities

• Answer customer questions about the product, spanning a wide range of topics.
• Write and update knowledge base content, including troubleshooting guides and feature explainers.
• Use Centralize daily, provide feedback, and influence the roadmap.
• Work closely with engineering to fix bugs and troubleshoot issues.
• Help develop a scalable support process.
• Stay ahead of the curve and level up our processes with AI.

Skills

Written communication

Verbal communication

Customer support

Problem solving

Ownership

Tools

Knowledge base software

Issue tracking systems

AI-assisted support tools

Job description

About Centralize

Enterprise sales runs on relationships, and every tool built to manage them is a database from 2005. Reps lose seven-figure deals because they can't see who actually matters inside an account. We're building the system of intelligence that replaces the CRM.

Centralize is the relationship intelligence platform for enterprise revenue teams. Companies like Webflow, Decagon, Elevenlabs, Brex, Cognition, and LangChain use us to close their largest deals. We've grown 5x since last year, and customers are pulling us forward faster than we can ship.

We've raised a Series A led by NEA, bringing our total funding to $18M+ alongside Salesforce Ventures, Y Combinator, and operators including Stewart Butterfield (Co-Founder & CEO, Slack), Cal Henderson (Co-Founder & CTO, Slack), and sales leaders from Figma, Box, Dropbox, Anthropic, and Notion.

Centralize was founded by Rachit Kataria, a founding engineer on Facebook Shops who helped scale it to 250M MAUs, and Will Wang, who led the launch of Slack Huddles, the fastest-growing product in Slack's history.

The role

This is a unique opportunity to stand up the support function at Centralize from scratch. You'll own our customer support channels end to end, and the team will look to you for more than just fast, helpful responses. You'll also be a source of product feedback, roadmap input, and process ideas as we build support out for the first time.

Compensation: $60k - $100k + equity + benefits.

What you’ll do

• Answer customer questions about the product, spanning a wide range of topics.

• Write and update knowledge base content, including troubleshooting guides, feature explainers, and more.

• Use Centralize every day, give feedback, and help influence the roadmap.

• Work closely with engineering to fix bugs and troubleshoot issues.

• Help develop a scalable support process.

• Stay ahead of the curve and level up our processes with AI.

What we are looking for

• 2+ years of experience, ideally technical support, customer engineering, or a similar customer-facing technical role at a fast-growing SaaS or tech company.

• Comfortable being the first point of contact for customers.

• Technical enough to dig into logs and an unfamiliar codebase to help diagnose issues.

• Exceptional written and verbal communication.

• High agency - you see a problem and move on it rather than waiting to be told, and you're comfortable owning a queue of open issues across channels and driving them to resolution.

Requirements

• Remote or hybrid in the United States.

• Extremely strong written & verbal communication skills.

• Comfortable regularly interacting with customers over chat and video.

• Technical background and appetite is a big plus.

• High agency, run-through-walls attitude.

Our Interview Process

We move fast, and we aim to complete this process in under two weeks. We're eager to fill this role with the right person, and we respect your time throughout.

1. Recruiter Screen (20 min): An introductory conversation diving into your experience and background.

2. Hiring Manager Interview (30 min): A closer look at your experience and further alignment on the role.

3. Live Support Exercise Interview (60 min): Walk through how you'd problem-solve a realistic customer support scenario in real time.

4. Panel Interviews (30 min): Cross-Functional Conversation with GTM & Engineering stakeholders.

Benefits

• Fully covered medical, dental, and vision insurance

• 401(k)

• Parental leave

• Unlimited PTO plus company holidays

• Quarterly offsites

• Equipment stipend