rillet - Customer Support Engineer
Requirements
• 6 months to 3 years in a customer-facing or technical support role — support, success, support engineering, or similar — ideally with exposure to building tools or automations. • Customer-first orientation — you care about the experience on the other end of every response, not just whether the ticket is technically resolved. • Technically capable and systems-oriented — comfortable scripting, building integrations, and working with APIs, data pipelines, or AI/LLM-powered workflows to remove manual work. • Strong written communicator in async channels — crisp, clear, and professional. • Fast learner who can absorb product complexity quickly; Rillet ships fast and support needs to keep pace. • Strong triage instinct — you can quickly assess whether an issue needs investigation, escalation, or just a clear answer, and move it to the right place without losing the thread. • Pattern recognition and documentation instinct — you naturally turn repeated questions into scalable knowledge base content and automation. • Ability to translate vague problems into concrete technical solutions, with a bias toward ownership, autonomy, and fast iteration. • High attention to detail in a fast-moving environment. • Experience building or integrating AI/LLM-powered workflows in production. • Familiarity with accounting concepts or finance workflows, or previous experience with an accounting-adjacent product (not required). • Experience with Pylon, Linear, or similar CS/support tooling. • Experience at early-stage or fast-scaling startups. • LIFE AT RILLET: • Competitive Pay & Benefits: Backed by world-class investors, we offer strong salaries plus equity so you share in our success. We've got you covered with top-tier health and dental insurance, premiums partially or fully covered for you, plus 90% coverage for dependents.
Responsibilities
• Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests — via omni-channel support, communicating clearly and professionally in async channels with a consistent, helpful tone. • Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless, and flag gaps in playbooks and escalation protocols when you find them. • Build AI-assisted workflows that automate manual support processes — ticket categorization, response drafting, knowledge retrieval, routing, and enrichment. • Develop internal tools and integrations that scale support execution, connecting support tooling (e.g., Pylon, Linear), the product, and the data warehouse. • Contribute to and continuously improve the internal knowledge base — documenting resolutions, product behavior, and edge cases, and turning repeated questions into scalable, structured content that both humans and AI agents can use. • Tag and categorize tickets consistently to support data quality and AI agent optimization, and instrument support systems with observability so we can trust the data and catch issues early. • Take support-infrastructure projects from 0→1 — prototype quickly, then harden the ones that work into durable systems rather than one-off scripts. • Partner with leadership, Product, and Engineering to surface patterns in customer questions and translate them into product and process improvements. • Flexibility That Works: Take the time you need with flexible PTO and 9 company-wide holidays. We value both the flexibility of remote and hybrid work and the creativity and energy that comes from in-person collaboration at our hubs in San Francisco, NYC, and Barcelona. • Build Real Connections: Great work happens when people connect. Join us for team offsites in incredible locations, our team has bonded everywhere from New York and San Francisco to Toronto, Italy, France, and beyond.
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