SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Outset is an AI-powered user research platform used by global brands like HubSpot, Microsoft, Uber, and Nestle to conduct qualitative research at scale. The company recently raised a $30M Series B and is scaling rapidly in the $140B+ research industry.
You'll lead Outset's customer support function, sitting at the intersection of customers, product, and engineering. This is a dual-track role combining reactive support with proactive systems building.
On the support side, you'll own the inbound queue of technical and account issues from enterprise customers, performing advanced troubleshooting (log review, SQL-based debugging, issue reproduction), writing actionable bug reports for engineering, and communicating resolutions back to customers. You'll build deep product expertise and raise the bar for how well the product is understood internally and externally.
On the systems side, you'll operationalize Outset's support platform (ticket routing, automation rules, SLAs, escalation paths), design support dashboards and reporting (volume, resolution times, deflection rates, account health), build and maintain the knowledge base and runbooks, and prototype AI-assisted support features (automated triage, drafted responses, self-serve deflection). You'll turn support signals into product insights by spotting trends across tickets and bringing evidence-backed recommendations to product planning.
You'll partner closely with a NYC-based Product Support Associate, Customer Operations, Product, and Engineering teams. This role requires someone technically capable, AI-native, and excited to define what an AI-native support function looks like at a high-growth startup.
Requirements: 4–8+ years in technical support, support engineering, solutions, or technical customer-facing roles (ideally at a startup with complex products). You've debugged customer issues using logs and SQL, configured support platforms (Pylon, Zendesk, Intercom, Front, etc.) with automations and reporting, can explain technical problems clearly to non-technical enterprise customers and go deep with engineers, have genuine AI curiosity backed by hands-on experimentation, and strong prioritization instincts under heavy queue volume. You must be based in the SF Bay Area and able to work onsite with meaningful East Coast timezone overlap.
Nice-to-haves: early/founding support hire experience, enterprise customer support background, familiarity with user research or research ops workflows, interest in testing new features.
