Support Engineer

About the role

As our founding Support Engineer, youll be the first line of defense in helping our customers succeed with Clarify. Youll own the technical support experience — from resolving urgent issues to proactively identifying opportunities to improve customer satisfaction and product adoption. Working closely with our cofounders, youll help shape our support processes, build our knowledge base, and ensure customers can maximize value from our product.

What you’ll do

• Provide exceptional firstline support, ensuring fast resolution of customer issues while maintaining high satisfaction scores.

• Troubleshoot technical problems with our engineering team, working with APIs, integrations, and complex workflows to diagnose and resolve issues.

• Document and escalate bugs to our engineering team, collaborating closely until resolution and ensuring customers stay informed throughout the process.

• Build and maintain our support infrastructure, including help documentation, troubleshooting guides, and selfservice resources to help customers find answers quickly.

• Act as the voice of the customer internally, collecting feedback and working with product and engineering teams to influence our roadmap and improve user experience.

• Develop support processes and metrics to help us scale effectively, including SLA management, response time optimization, and satisfaction tracking.

• Your background

  • 3+ years of technical support experience at a B2B SaaS company, with a track record of solving complex customer issues.

  • Customerfirst mindset with high empathy and patience, you thrive on helping users understand our product and get more value from Clarify.

  • Strong technical aptitude with experience in troubleshooting APIs, integrations, and technical product issues.

  • A selfstarter who thrives in a fastmoving, highownership environment.

  • Strong communicator and relationship builder with a customerfirst mindset.

  • Passionate about AI, automation, and improving salescustomer workflows.

  • Bonus: Familiarity with CRM tools, AI products, or sales automation software.

  • Bonus: Experience working within an earlystage startup.