Cloaked
Support Engineer
$120K–$160K
New York, NY · On-site · Full-time · Posted Aug 26, 2026
About the job
Build internal tools and AI-powered support automation, investigate complex customer issues, and handle sensitive privacy and account-security escalations.
What you'll do
- Build and maintain internal support tools and automation, including account lookups, refunds, and account recovery flows.
- Improve the Intercom integration and AI support capabilities, including when cases are handed off to people.
- Investigate technical escalations, manage sensitive privacy and security cases, and turn recurring issues into tools or automation.
What they ask for
- Comfort building and shipping tools; ability to learn and work in code.
- Ability to investigate unfamiliar code, write SQL, and use logs and traces to find root causes.
- Ability to use AI coding assistants and improve AI-powered support, including defining appropriate handoffs.
- Hands-on trust and safety or privacy experience, such as identity verification, fraud or abuse review, data deletion requests, account recovery, or account takeover.
Nice to have
- Enterprise or high-touch support experience.
- Experience with Intercom or a similar support and chatbot platform, including integrations and AI features.
Pay
$120K – $160K (base salary)
Tools
Python, Django, PostgreSQL, SQL, Intercom
AI focus
Use AI coding assistants and improve AI-powered customer support, expanding what agents can resolve and refining handoffs to people.
Model-written summary · the original posting is authoritative