Customer Support Engineer

Customer Support EngineerAt Rox, we believe in empowering people to do their best work. Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling. Just as coding agents 10x'd engineering, revenue agents 10x customer work. Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition. Underlying all of this success is an unwavering, shared belief in the mission, with an unreasonable commitment of doing whatever it takes to make it a reality.As a Customer Support Engineer at Rox, you'll own how customers get unblocked when something breaks or is unclear in the product. You'll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency. This is a technical, customer-facing role. You'll work tickets and escalations across integrations, workflows, agents, and core platform behavior. You'll partner with Growth Strategists, FDEs, CSMs, and Engineering so severe issues move fast, and recurring issues become docs, tooling, or product fixes rather than the same answer forever. If you like debugging under pressure and raising the bar for how a support function operates at a fast-moving AI company, we'd love to talk.Responsibilities include:Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communicationProtect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issuesDebug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configurationPartner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom buildWrite and maintain public and internal docs so customers and teammates can self-serve the common pathsCapture recurring failure modes and feed crisp, actionable signal to Product and EngineeringBuild lightweight tooling and playbooks that shrink time-to-resolution as volume growsRepresent Rox with calm, precision, and ownership in every customer touchpointQualifications include:2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaSStrong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrationsComfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiencesClear written communication: customers should leave every thread knowing status, next step, and ownerExperience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plusFamiliarity with SQL or a scripting language for investigating customer data issues is a plusBias toward documentation and automation over repeating the same manual fixComfort operating in a fast-moving, early-stage environment where process is still being builtBe located in or willing to relocate to San FranciscoBenefits include:Competitive pay with considerable equity upsideHealth InsuranceTo apply, please fill out the application form. We're looking forward to connecting with you!