Support Engineer [Remote]

About Zuma

Zuma is pioneering the future of agentic AI and our focus is to transform the rental market experience for consumers and property manager alike. Our innovative platform is engineered from the ground up to boost operations efficiency and enhance support capabilities for property management business across the US and Canada, a ~$200B market.

Off the back of our Series-A in early 2024, Zuma is scaling rapidly. Achieving our vision requires a team of passionate, innovative individuals eager to leverage technology to redefine customer-business interactions. We're on the hunt for exceptional talent ready to join our mission and contribute to building a groundbreaking technology that reshapes how businesses engage with customers.

Zuma has raised over $17M in funding to date and has support from world-renowned investors, including Andreessen Horowitz (a16z), Y Combinator, King River, Range Ventures, and distinguished angel investors like YC’s former COO, Qasar Younis.

The Role

As a Support Engineer at Zuma, you’ll be a bridge between our customers, engineering team, and product vision. You’ll ensure new customers onboard smoothly, integrations run reliably, and support operations scale as we grow. This is a hands-on role for someone who loves problem-solving, can dive into APIs and databases, and takes pride in clear documentation and communication. You’ll help property managers succeed with our AI platform while also driving continuous improvements in our internal tools and processes.

Why This Could Be Your Dream Role

• You want to work at a company where customers feel your impact every day
• You'll have autonomy to design and implement innovative technical solutions
• Your work will directly impact thousands of apartment communities and millions of renters
• You'll receive significant equity in a venture-backed company with strong traction
• As we scale, your role and influence will grow with the company

Why You Might Want to Think Twice

• This is a demanding role that will often require extended hours and deep commitment
• As a founding team member, you'll need to wear multiple hats and step outside your comfort zone
• You'll need to make thoughtful tradeoffs between innovation and immediate needs
• You'll interact directly with customers to understand their needs and occasionally travel to their offices
• We're a startup - priorities can shift rapidly as we respond to market opportunities and customer needs
• If you're not comfortable getting your hands dirty with legacy code or speaking directly with customers, this isn't the job for you

Responsibilities

• Maintain and help debug Zuma’s internal admin onboarding tool for new customers
• Configure and manage backend feature flags for customers
• Ensure API integrations between Zuma and property management systems (PMS) / CRMs are set up and fully functional
• Keep integration documentation accurate and up-to-date (and improve it for easier adoption)
• Debug existing integration issues when regressions occur
• Investigate and report on basic AI hallucination issues and knowledge base inconsistencies
• Collaborate with engineering to automate repetitive tasks and improve onboarding/support workflows

Skills & Experience

• Basic coding ability (Python or JavaScript) for automation and small improvements
• Familiarity with databases (MongoDB / Postgres)
• Strong understanding of APIs and ability to debug integration issues
• Clear written and verbal communication skills (especially in explaining technical issues to non-technical audiences)
• Attention to detail with a knack for documenting processes clearly and efficiently
• Bonus: Prior experience supporting SaaS or AI-driven platforms

Other Benefits

• Great health insurance, dental, and vision.
• Gym and workspace stipends.
• Computer and workspace enhancements.
• Unlimited PTO.
• Company off-sites with the team.
• Opportunity to play a critical role in building the foundations of the company and Engineering culture.