Rox
Customer Support Engineer
San Francisco · On-site · Full-time · Posted Oct 6, 2026
- Experience
- 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS.
About the job
Owns technical customer support by triaging, debugging, resolving, and communicating product issues, while improving support processes through documentation, tooling, and feedback to Product and Engineering.
What you'll do
- Manage support cases end to end, protect SLAs, and communicate clearly with customers.
- Debug issues across integrations, data flows, agent workflows, and account configuration; coordinate account-critical escalations.
- Create documentation, tooling, and playbooks, and report recurring failure modes to Product and Engineering.
What they ask for
- 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS.
- Strong troubleshooting across systems involving SaaS apps, APIs, identity, and data integrations.
- Able to read logs, reproduce bugs, and explain technical findings to technical and non-technical audiences.
- Located in or willing to relocate to San Francisco.
Nice to have
- Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar).
- Familiarity with SQL or a scripting language for investigating customer data issues.
Tools
Salesforce, HubSpot, SQL
AI focus
Supports an AI company's product, including agent workflows; the role does not specify building or developing AI.
Model-written summary · the original posting is authoritative