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Support Engineer

Profound· Customer Success
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New York, New York, London, England$129.6k - $146.4kFull-timePosted 4w ago

About the role

Support Engineer role on the front lines of Profound’s customer support, joining the initial cohort to define best-in-class AI search support, shape runbooks and tooling, and provide fast, technical, and correct assistance across Scale, Mid-Market, and Enterprise customers.

Responsibilities

  • Own the front line of Profound's ticket queue: triage, investigate, and resolve customer issues across our ticketing system and Slack-based support channels
  • Reproduce bugs, read logs, and write queries to get to root cause, and escalate code-level issues to Engineering with clean, well-documented repro steps
  • Meet response and resolution SLAs and contribute to the team's core metrics: first response time, time to resolution, CSAT, backlog aging, and ticket deflection
  • Participate in the team's coverage model, including on-call rotations and clean handoffs to teammates in other regions as part of our follow-the-sun operation
  • Write and maintain internal runbooks and public knowledge base articles, turning recurring tickets into deflection content so the team scales faster than ticket volume
  • Develop hands-on expertise in Profound's integrations surface area: Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem
  • Surface recurring defects and customer pain to Product and Engineering, shortening the loop between what customers hit and what gets fixed
  • Partner with Customer Success and Account Management to ensure smooth handoffs from onboarding to steady-state support across Scale, Mid-Market, and Enterprise customers
  • Assist with customer communications during incidents, including status page updates and post-incident follow-ups
  • Use and improve our AI-assisted triage tooling, helping build support out of code and automation, not just headcount

Qualifications

  • 1-3 years of experience in technical support, customer-facing, or engineering roles (internships, co-ops, and strong side projects count) with a technical foundation from CS/engineering degree, bootcamp, or self-taught background
  • Hands-on technical aptitude: reading logs, writing basic queries, working with APIs, debugging web technologies like DNS, HTTP, and JavaScript
  • Excellent written communicator who can explain technical issues clearly to customers and precisely to engineers
  • High ownership and customer empathy — treat every ticket as Profound's reputation on the line
  • Fast, curious learner who thrives in ambiguity and a high-iteration environment
  • Willing to participate in on-call rotations as part of a 24/7 coverage model
  • Interest or experience in AI, developer tools, infrastructure, or marketing technology is a strong plus

Skills

Required:Ticket triage and issue investigationLog analysis and debuggingAPI usage and basic queriesCommunication and documentationOn-call readiness

Benefits

  • Competitive total compensation package including base salary, equity, and a full range of benefits and perks
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Profound

Optimize Your Brand's Visibility in AI Search

Profound helps brands gain visibility in AI-generated answers, optimize their presence in LLM-based answer engines, and stay competitive in the zero-click world.

AI VisibilityAnswer Engine OptimizationGenerative SEOAI Search OptimizationLLM optimization
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