Location: Remote – United States
Employment Type: Full-Time
Industry: B2B SaaS / AI / Logistics
Working Hours: 8:00 AM–6:00 PM Central Time
About the Role
Are you the kind of technical support professional who doesn’t stop at identifying a bug, but wants to open the codebase and fix it?
We’re looking for a Founding Customer Engineer to join a fast-growing AI-powered logistics SaaS company.
This is not a traditional Technical Support or Customer Success role.
You’ll work directly with customers while investigating complex product issues involving integrations, APIs, configurations, AI agents, and live system behavior. You’ll have access to logs, dashboards, internal tools, and the codebase so you can diagnose and resolve most issues yourself.
When the root cause is a bug, you won’t simply create an Engineering ticket and wait. You should be comfortable finding the issue in the code, implementing a fix, testing it, and submitting a pull request.
As the first dedicated hire for this function, you’ll also help shape how customer support and technical escalations are handled as the company grows.
What You’ll Do
- Own customer support issues from initial report through resolution
- Investigate complex product and integration issues using logs, dashboards, internal tools, and the codebase
- Reproduce customer-reported issues and identify their root cause before escalating
- Troubleshoot REST APIs, authentication, payloads, error responses, integrations, and configurations
- Query data using SQL, MongoDB, or similar tools during technical investigations
- Fix customer-reported bugs directly in the codebase when appropriate
- Write or update tests and submit pull requests for review
- Work with Engineering when issues require deeper architectural decisions
- Investigate and adjust AI/LLM prompts when agent behavior is contributing to an issue
- Clearly explain technical issues, product behavior, and resolutions to customers
- Own customer communication during incidents while investigations and fixes are still in progress
- Identify recurring product issues and provide evidence-based feedback that can influence the product roadmap
- Build the first support documentation, knowledge base, escalation paths, and support processes
- Help make common issues increasingly self-service as the customer base grows
What Makes You the One
- You have at least 2–4 years of experience in Technical Support, Product Support, Customer/Solutions Engineering, or another hands-on technical role with direct customer interaction in a B2B SaaS environment
- You can troubleshoot beyond standard scripts and knowledge-base articles
- You can navigate an unfamiliar codebase and identify the source of a bug
- You have hands-on experience with Python or JavaScript
- You understand REST APIs, including authentication, payloads, integrations, and error responses
- You have practical experience querying SQL, MongoDB, or similar databases
- You are comfortable using Git/GitHub and working with pull requests
- You have used observability or logging tools such as Datadog, Grafana, Sentry, CloudWatch, or similar
- You understand how to reproduce, isolate, document, and resolve software bugs
- You know when to continue investigating independently and when an issue genuinely requires Engineering involvement
- You communicate clearly and professionally in written and spoken English
- You can explain complicated technical problems to customers without making them more complicated
- You are comfortable working independently in a fast-moving startup where processes are still being built
Nice to Have
Experience with any of the following would be a plus:
- TypeScript
- MongoDB
- AI or automation products
- LLM prompting and AI agents
- API-based integrations and webhooks
- Logistics, freight, supply chain, TMS, EDI, or telematics platforms
- Building a technical support process or knowledge base from scratch
- Using Python or JavaScript for scripting, data fixes, or automation
Success Looks Like
Within your first few months, you’re able to independently handle the majority of incoming customer issues without immediately involving Engineering.
You can trace difficult problems through the system, distinguish between configuration problems, integration failures, unexpected AI behavior, and genuine product bugs, and resolve many of them yourself.
You’re also beginning to build the documentation and processes that will make the next Customer Engineer’s job easier.
Over time, you’ll become one of the people with the clearest understanding of where customers encounter friction, helping both customers and the Product and Engineering teams make the platform stronger.
This Role May Not Be for You If…
You prefer escalating technical issues once you’ve completed standard troubleshooting.
This position requires someone who is comfortable going considerably deeper. You may need to inspect logs, query data, trace API behavior, investigate the codebase, and personally fix a customer-reported bug.
Likewise, if you want to spend most of your time building new product features, this may not be the right engineering role. Your work will primarily begin with real customer problems in a live product.
Why This Opportunity Is Different
You won’t be joining an established support department with years of processes already written.
You’ll help build the function itself.
Your work will influence how issues are investigated, when Engineering gets involved, what gets documented, which support metrics matter, and how customer feedback reaches the product roadmap.
It’s a role for someone who enjoys being at the intersection of customers, software, AI, and problem-solving.
What You’ll Get
- Competitive salary benchmarked to your local market
- Access to premium AI tools, including Claude Pro, plus internal AI agents already supporting large parts of the company’s operations
- Periodic team travel for opportunities to meet and collaborate face-to-face
- Benefits that vary depending on your location
How to Apply
Think you’re the right fit? We’d love to hear from you!
Send us your application and updated resume to get started.