Software Engineer (Technical Support) - High growth AI Startup Based in New York

Zearch; New York (NY); On-site; USD 70,000 - 120,000; Full time

Job summary

A high-growth AI startup in New York is seeking a Technical Support Engineer to manage customer inquiries and troubleshoot issues. This role offers the opportunity to work closely with the CTO and improve support processes in a dynamic environment. Ideal candidates will have a proactive attitude and experience in technical support or customer success.

Benefits

Opportunities for growth

Direct exposure to the CTO

Work alongside a talented team

Qualifications

• 3-4 years of experience in Engineering, Tech support, or Customer success.
• Experience maintaining knowledge bases and improving support workflows.
• Ability to analyze user feedback and contribute insights to product development.

Responsibilities

• Manage and resolve technical support requests to ensure a seamless user experience.
• Troubleshoot software issues via phone, email, and chat.
• Automate and improve support processes to enhance efficiency.

Skills

Problem-solving

Communication

Technical support

Customer success

Education

Programming experience (bootcamp or equivalent)

Job description

Software Engineer (Technical Support) - High growth AI Startup Based in New York

Software Engineer (Technical Support) - High growth AI Startup Based in New York

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Zearch are assisting a high growth, Series A B2B (Artificial Intelligence) AI company in New York City that are hiring their Founding Technical Support Engineer (Technical/Customer Support Engineer)

About the Role:

We’re looking for a Technical Support Engineer to be the first point of contact for customer inquiries, troubleshooting issues and escalating complex cases. This role blends technical support with customer success. The ideal candidate is a proactive developer eager for direct exposure to the CTO, with strong problem-solving skills and a drive to automate and optimize support processes.

This will suit someone with Scrappy startup experience that wants to better their career and craft the Post Sales customer journey at one of the fastest growing AI companies on the planet.

What You’ll Do:

• Manage and resolve technical support requests to ensure a seamless user experience.
• Field technical inquiries, resolving ~20% independently and escalating more complex issues.
• Troubleshoot software issues via phone, email, and chat, collaborating with engineering when necessary.
• Automate and improve support processes to enhance efficiency.
• Start to build out the support function processes and best practices.
• Own and maintain internal documentation, FAQs, and knowledge base.
• Identify patterns in user feedback to improve product features and support processes.
• Assist users with platform navigation, integrations, and troubleshooting.
• Work closely with engineering and product teams to optimize user experience.

What We’re Looking For:

• 3-4 years of experience in Engineering, Tech support, Customer success, or a related role.
• Programming experience (bootcamp or equivalent) with debugging and scripting knowledge.
• Strong problem-solving skills and a proactive, ‘on-the-ball’ attitude.
• Experience maintaining knowledge bases and improving support workflows.
• Excellent communication skills with a customer-first mindset.
• Ability to analyze user feedback and contribute insights to product development.

Why Join Us?

• Be part of a fast-growing AI startup disrupting the sales industry.
• Work alongside a talented and driven team.
• Gain direct exposure to the CTO and AI-powered technology.
• Opportunities for growth as we expand our support team.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Software Development and Technology, Information and Media

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