Support Engineer

Sideshift; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

SideShift in New York City is seeking a Support Engineer to help customers get answers and resolve issues in real time. You will own and resolve technical customer issues across Intercom and Slack, and work with the product to improve AI-assisted support.

You will turn customer problems into knowledge, tools, and workflows for our AI agents, diagnose API/database problems, and identify patterns to prevent recurring issues.

Qualifications

• 1–5 years in technical support, support engineering, solutions engineering, software engineering, or a similar role.
• Strong technical and debugging skills; comfortable with APIs, databases, and basic SQL/code.
• Highly resourceful and willing to dig into problems yourself.
• Excited about AI agents and automation.
• Comfortable in a fast-moving startup environment.
• Willing to work 5 days/week from our NYC office.

Responsibilities

• Own and resolve technical customer issues across Intercom and Slack.
• Debug problems across our product, APIs, integrations, and data.
• Turn customer problems into agent knowledge, tools, and workflows so our AI agents can resolve them independently.
• Continuously improve our agents' ability to diagnose and solve customer issues.
• Identify patterns in support requests and eliminate the underlying problems.

Skills

APIs

SQL

Debugging

Tools

Intercom

Slack

Job description

SideShift is building the operating system for the creator economy.

We connect brands with creators and make it dramatically easier to discover talent, run campaigns, track performance, and pay creators. Today, more than 1M creators and 3,000+ brands use SideShift, and more than $100M has been paid to creators through the platform. Our investors and board include Reid Hoffman, Co-founder of LinkedIn.

Our web app is at the center of the customer experience. Brands use SideShift to launch campaigns, discover and interact with creators, and track performance.

The Role

Sideshift is looking for a Support Engineer to help our customers get answers and resolve issues as close to real time as possible.

Customer support happens primarily through Intercom and Slack. Your job is to solve customer problems quickly — and then make sure our AI agents can solve that problem the next time it happens.

What You'll Do

• Own and resolve technical customer issues across Intercom and Slack.

• Debug problems across our product, APIs, integrations, and data.

• Turn customer problems into agent knowledge, tools, and workflows so our AI agents can resolve them independently.

• Continuously improve our agents' ability to diagnose and solve customer issues.

• Identify patterns in support requests and eliminate the underlying problems.

What We're Looking For

• 1–5 years in technical support, support engineering, solutions engineering, software engineering, or a similar role.

• Strong technical and debugging skills; comfortable with APIs, databases, and basic SQL/code.

• Highly resourceful and willing to dig into problems yourself.

• Excited about AI agents and automation.

• Comfortable in a fast-moving startup environment.

• Willing to work 5 days/week from our NYC office.

The Process

• Initial convo with Drew Levin, Co-founder & CTO;

• Technical conversation with Neev Jain, Founding Engineer;

• Work Trial -- we invite you to a paid 2-3 day working session with the team. We've found this is the best way for candidates and the SideShift team to feel confident in making a decision;

• Offer stage! After agreeing on employment terms, we'll talk to 3 references and send over final documents for signature.

Location: New York City — In Person 5 days per week

Compensation: $120,000–$160,000 + equity, depending on level.