Support Engineer

Support Engineer

FlightCast is trying to make running a video podcast not suck.

We're building tech to make publishing video and audio everywhere one-click, and bringing all your analytics and ads under one roof.

We're co-founded by Steven Bartlett - The Diary of a CEO - the second largest podcast in the world. We are purpose-built to help make the largest podcasts even bigger.

Mission

Act as the bridge between FlightCast customers and the engineering team, ensuring users can successfully use the platform while identifying and fixing issues quickly.

This role combines technical support and software engineering, helping resolve customer problems, debugging, and improving the product experience by turning support insights into product improvements and tutorials.

Most of our customer issues are actual bugs - not product misunderstandings. So if you like bug fixing, this is for you.

Outcomes

Reduce engineering interruptions.

Act as the first line of technical support so the core engineering team can focus on building new features.

Provide technical support and service directly to customers.

Investigate, troubleshoot, and resolve customer issues using existing documentation.

Write new documentation to train AI support chat to make your job easier.

Become friends with our customers.

Escalate unresolved issues to senior team members.

Find recurring issues and document them, suggesting product improvements.

Contribute to internal and customer-facing training documentation.

Competencies

Significant experience with TypeScript, Next.js, React, and React Query/tRPC

Clear communication skills when supporting customers

Experience working in SaaS technical support or support engineering

Experience writing technical documentation or product guides

Good at debugging, digging into logs, and finding issues without additional help from team

What Success Looks Like

Customer issues are resolved quickly and clearly.

Bugs affecting users are identified and fixed efficiently.

Support requests decrease as documentation and product improvements are introduced.

The engineering team spends less time handling support interruptions.

Customer experience improves because issues are resolved at their root cause.

You'll Thrive Here If

You enjoy solving technical problems and helping users succeed.

You like understanding how systems work end-to-end.

You're comfortable debugging issues in a live product environment.

You enjoy working across engineering and customer support.

You want to work in a fast-moving startup where your work directly impacts users and enables the engineering team to focus on building new features that support the growing creator economy and the communities behind it.

You enjoy being friends with creators and production teams.