Founding Support Engineer

• We’ve shipped a product founders love. Nearly 5,000 companies have signed up since our November launch. And our customers build inside Lightfield: writing skills, designing automations, wiring our workflows into how they operate. That changes what support has to be
• Every support team in software wants the same thing: keep customers working as they scale, without adding a body for every cohort. Most can’t get there. They bolt AI onto tools built for manual work, and the seams show
• Lightfield starts from the other end. The product is the AI engine, the same one our customers use to run their own go-to-market. So we can build what almost no one can: a support function that’s AI-native from the ground up, running on the product itself
• We’re hiring our first Support Engineer to build it
• In the near term, you own everything technical that keeps customers working. You’re in the queue every day resolving real issues, and you go deep in a customer’s instance when something is genuinely complex
• You partner with the CSM, who owns the relationship and the account, while you own resolution and the systems behind it:
• Health scoring that flags risk before a renewal slips
• Onboarding that runs itself
• A front-line agent that handles the first wave of questions
• A knowledge base as the single source of truth, written for AI agents first
• Every issue you resolve teaches the system, so the next one is easier. You scale through systems, not headcount
• Support is also the front edge of the customer experience. Done well, it’s why customers stay and expand, which puts this role closer to revenue than a typical support seat
• The bigger prize is the function itself. You define what AI-native support looks like in production. Get it right and it becomes the model Lightfield scales on
• This is a founding individual-contributor role. You own the work yourself today, with a clear path to leading the function and its team as it grows
• You report to the Head of Customer Success and work with engineering, product, and customers every day
• Own the inbound queue across Slack and email, including response time and resolution quality
• Set and hold SLAs, triage, and define escalation criteria
• Resolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setup
• Go deep in a customer’s instance when an issue is genuinely complex
• Turn recurring tickets into documentation
• Stand up the AI support agent and drive deflection up
• Keep the knowledge base ahead of the product, so the agent answers without you
• Build internal tooling for what customers can’t self-serve yet. Engineering absorbs it over time, so you build what’s needed now
• Build the health score model around a north-star metric that predicts retention and expansion
• Deploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequences
• Run proactive rescues on at-risk accounts, alongside the CSM
• Surface expansion signals. With consumption pricing, this is a revenue function
• Write the support playbook: SOPs, triggers, rules of engagement
• Build the reporting leadership reads: retention, engagement, risk, expansion
• Own the product feedback loop. You see what’s breaking first, and engineering needs it from you

Benefits

• Meaningful early equity
• 3 weeks of PTO
• Health insurance (medical, dental, vision)
• 11 paid company holidays + we enjoy a winter holiday break
• 3 months of paid family leave
• Wednesdays work from home
• Regular team dinners, events, offsites, and retreats
• 401k plan
• Other perks include: commuter and lunch stipend- A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consulting
• You hold your own on a call with a technical founder, and you pick up new tools fast
• You’ve carried real ticket volume yourself and can point to the hardest issues you resolved and how
• You write scripts, hit APIs, and debug integrations without waiting on engineering, and can walk through something you built that way
• This role is hands-on. You live in the queue and build the systems that make it smaller. The best person for it wants both
• Bonus: you’ve built on LLMs and AI agents, or owned support solo before
• You’ve turned a recurring problem into automation or tooling that made the work lighter, and can show what changed
• You’ve gone deep in a customer’s environment to solve something complex, and can take us through it