SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 80,000 - 110,000 / annual
Letter AI is a revenue enablement platform powered by AI that transforms how revenue teams work by turning customer conversations and account data into actionable insights, coaching, and next steps. The company recently raised $40M in Series B funding and serves leading customers including Adobe, Lenovo, and Figma.
As a Support Engineer, you will be the technical front line for customers, owning reported issues end-to-end from diagnosis through resolution. This is a hands-on role where you'll have real influence over how the support function develops at an early-stage company.
Key responsibilities:
- Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across the web app, integrations, and APIs
- Reproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defects
- Partner closely with engineering to escalate, track, and resolve technical issues with clear reproduction steps and context
- Monitor support channels and ensure timely, high-quality responses meeting SLAs
- Build and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issues
- Identify patterns across customer issues and proactively flag product improvements to engineering and product teams
- Support customer onboarding and technical enablement as needed
- Use logs, dashboards, and SQL to investigate data and system behavior behind reported issues
Qualifications:
- 2-4 years of experience in technical support, support engineering, or software engineering, ideally at a B2B SaaS company
- Strong troubleshooting and debugging skills with comfort reading code (Python, JavaScript/TypeScript)
- Familiarity with APIs, web applications, and basic database/SQL concepts
- Excellent written and verbal communication skills, able to explain technical concepts clearly to both customers and engineers
- Highly organized with strong ownership of customer issues from first report through resolution
- Past experience or strong interest in generative AI
- Highly collaborative mindset with strong problem-solving skills
