Senior AI-Native Support Engineer for Enterprise

Adverb; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Outset is building an AI-native customer support function to scale for enterprise clients. Join a tight-knit team between customers and product, owning a live queue and helping design systems, automations, and training content.

Based in the San Francisco Bay Area, this onsite role collaborates with engineering, product, and design to turn support signals into product insights and drive improved customer experiences for global brands.

Qualifications

• 4-8+ years in technical support or technical customer-facing roles.
• Experience reviewing logs and using SQL or similar tooling to debug issues.
• Familiarity with configuring and building reports on support platforms.
• Ability to explain complex problems to non-technical customers and work with engineers.

Responsibilities

• Own the support queue end to end - inbound product and account inquiries, resolved with speed, accuracy, and care.
• Do advanced troubleshooting: reproduce issues, review logs, and isolate root causes.
• Write reproducible bug reports and follow them through to resolution and customer communication.
• Build product expertise on the CX team and scale support systems, automations, and runbooks.
• Own and operationalize Pylon: routing, automation rules, segmentation, SLAs, macros, escalations.
• Design dashboards and reports - volume, response times, health, and per-account insights.
• Turn support signals into product insights to inform roadmap and customer experience.
• Partner with Customer Operations on workflows and documentation.

Skills

Technical support experience

SQL / data tooling

Enterprise customer communication

AI-native tooling curiosity

Tools

Pylon

Zendesk

Intercom

Front

Job description

Outset is building an AI-native customer support function to scale for enterprise clients. Join a tight-knit team between customers and product, owning a live queue and helping design systems, automations, and training content.

Based in the San Francisco Bay Area, this onsite role collaborates with engineering, product, and design to turn support signals into product insights and drive improved customer experiences for global brands.