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Broccoli AI is building AI teammates for contractors in plumbing, HVAC, and electrical services. The company has grown to $15M+ ARR in under two years and is backed by Khosla Ventures and Y Combinator. They partner with hundreds of contractors to replace fragmented software and manual work with AI that handles phone answering, appointment booking, customer follow-up, and revenue recovery while integrating with platforms like ServiceTitan.
You will be a highly technical, customer-facing tech support specialist on the front lines helping contractors and internal teams resolve issues with Broccoli's AI systems. This role covers the early shift (5:00 AM – 2:00 PM MT) to extend support coverage earlier in the day.
Key responsibilities include:
- Resolving customer issues across product, workflow, and technical support queues
- Troubleshooting deeply using logs, internal tools, SQL, and debugging workflows
- Investigating issues related to AI agents, call flows, messaging, booking workflows, and platform integrations
- Partnering with Engineering and Product to escalate bugs, document patterns, and close feedback loops
- Communicating clearly with customers and internal teams about issues, expectations, and resolutions
- Helping define and improve support processes, documentation, and quality standards as the team scales
- Supporting a wide range of customers from SMB operators to larger enterprise accounts
- Contributing to strong customer experience while balancing speed, quality, and technical rigor
Requirements:
- 3+ years of experience in technical support, product support, solutions engineering, or similar customer-facing technical role
- Strong troubleshooting instincts and ability to work through ambiguous technical issues
- Experience reading logs, investigating system behavior, and using ticketing/support tools like Zendesk or similar
- Comfort working directly with customers and managing communication throughout issue resolution
- Interest in AI products and enthusiasm for working in a fast-moving environment where AI is central to the product
- Strong judgment, ownership, and willingness to learn quickly
- Education is not a major factor; relevant experience and capability are prioritized
Nice to have:
- Experience supporting SaaS products in a ticket-based environment
- Experience with SQL, JavaScript, APIs, or light scripting
- Experience in AI, communications, VoIP, or workflow automation products
- Experience supporting mid-market or enterprise customers
- Experience working closely with Product and Engineering on escalations and bug reporting
