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Cloaked is a consumer privacy app that helps users take back control of their personal information through masked emails, phone numbers, and cards, plus data-broker removals, breach monitoring, and call screening.
This Support Engineer role bridges customer success and engineering. You'll spend your time building internal tools and automation that empower the support team to resolve issues independently, while also handling the technical escalations that require engineering expertise. The two responsibilities feed each other: staying close to the support queue informs what to build next, and the hardest tickets reveal the next priorities.
Key responsibilities include:
- Build and maintain internal support tools (account lookups, refunds, account recovery flows) that let agents resolve issues without escalation
- Own and improve the Intercom integration across chat and AI support, expanding what AI agents can resolve and refining handoff points to humans
- Serve as the technical escalation point for complex customer issues—investigate account and system state, query databases, trace issues across systems, and either fix directly or route to the right team with clear documentation
- Manage sensitive escalations involving account security, privacy, account recovery, identity verification, and data-removal requests with appropriate judgment
- Identify patterns in recurring tickets and build tools or automation to eliminate entire categories of issues rather than solving them one at a time
- Help establish runbooks, escalation paths, and internal tooling standards as the function grows
You're a builder who takes pride in shipping internal tools that quietly remove work. You're comfortable in code (Python, Django, PostgreSQL preferred but learning ability matters more), work fluently with AI coding assistants, and can investigate unfamiliar systems using code reading, SQL, logs, and traces. You have good judgment balancing customer access with abuse prevention, and hands-on experience with trust and safety or privacy work (identity verification, fraud review, data deletion, account recovery, account takeover).
Nice-to-have experience includes enterprise support, Intercom familiarity, payments/subscription billing, phone/messaging systems, and account security/recovery knowledge.
First 90 days: Month 1 focuses on working the support queue and learning the product; Month 2 on shipping tool improvements and fixing bugs; Month 3 on independent work and meaningful improvements to issue resolution.
