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Support Engineer

Firecrawl· Engineering
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Hybrid (San Francisco)$193k - $218kFull-timePosted 3w ago

About the role

Hands-on Support Engineer to ensure customer success with Firecrawl, diagnose API issues, assist with integrations, and automate recurring problems using AI triage and internal tools. Acts as the technical bridge between users and product, owning work end-to-end.

Responsibilities

  • Be the first line of technical support across channels, focusing on high-value and enterprise accounts
  • Diagnose API errors, failed scrapes and crawls, blocked sites, authentication problems, rate limits, and unexpected output; bring in Engineering when it makes sense
  • Reproduce issues, escalate confirmed bugs with clear repro steps and context, and follow up until resolution
  • Review customer workflows and integration plans; suggest improvements for reliability and maintainability
  • Triage a busy queue across Slack, email, and chat; prioritize issues and determine when human intervention is needed
  • Understand customer goals and weigh quick workarounds against docs fixes or product changes
  • Advocate for customers with Product and Engineering to influence bug fixes and API improvements
  • Automate repeated questions or manual steps via AI triage, drafted replies, routing, enrichment, and alerts
  • Build lightweight internal tools (debug scripts, dashboards, agents) that are useful to others
  • Improve knowledge sources for AI support agents and maintain up-to-date troubleshooting guides and runbooks
  • Coordinate handoffs across time zones and align with Engineering, Product, and Growth teams

Qualifications

  • 3+ years of experience in a technical customer-facing role or equivalent
  • Strong fundamentals in APIs, HTTP; proficient in TypeScript or Python
  • Excellent communication skills with customers; ability to explain technical concepts clearly
  • Automation-oriented mindset with prior internal tool or automation project experience
  • Comfort with AI tooling (Claude, Cursor, agents, MCP servers) and workflow thinking
  • Ability to work autonomously and prioritize across multiple tasks and time zones
  • Experience with web scraping, browsers, proxies, or related web data platforms is a plus

Skills

Required:APIsTypeScript or PythonCustomer communication

Benefits

  • Salary range: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto) based on impact
  • Competitive equity
  • 15 days PTO (with flexibility beyond 24 days)
  • 12 weeks fully paid parental leave
  • Wellness stipend $100 USD/month
  • Learning & Development up to $1,000 USD/year
  • Team offsites
  • Sabbatical: 3 paid months off after 4 years
  • US-based full-time benefits including health, dental, vision, life & disability, Teladoc, mental health support, fertility and family building support, 401(k), pre-tax benefits
  • Canada-based full-time benefits including extended health, dental, vision, life & disability, virtual care, mental health support, fertility and retirement plan
  • SF HQ perks, e-bike program
  • Toronto hub perks and transit benefits
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Firecrawl

The web data API for AI

Firecrawl is a web data infrastructure platform that converts websites into clean, structured data optimized for AI applications through a simple API. Originally built as an internal tool at Mendable to solve their own data ingestion challenges, the team recognized the broader need for reliable web data extraction and transformed it into a standalone product. The platform combines web search, scraping, and AI-powered parsing into a unified solution, focusing on the core developer priorities of reliability, speed, and ease of use. By abstracting away the complexities of web data extraction, Firecrawl serves as the foundational data layer that enables AI applications to seamlessly access and process web content in the exact format they need.

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