Founding Customer Support Engineer

Why Blee: Blee is an AI-first marketing content compliance platform. PayPal, NerdWallet, and Brex already trust us. We're YC-backed, founded by an ex-Adobe marketing ops leader and former lawyer, and we're defining a category that didn't exist two years ago—across Fintech, Financial Services, CPG, Travel, and Life Sciences.. With offices in San Francisco and New York, we value in-person work but offer remote-opportunities for the right people. No matter where you join us, you can expect quarterly off-sites and opportunities to join other offices when you feel it’s important. You’ll be joining a team that values clarity, ownership, and shared responsibility—and is focused on building something that genuinely improves how teams work. The Role Blee is hiring its first dedicated Customer Support Engineer. You will own how support works here: resolving issues for customers day to day, and building the documentation, automation, and tooling that let a growing customer base get answers without waiting on a person. You will answer hard technical questions from legal, compliance, and marketing teams at some of the largest companies in the world, and then turn each answer into something that scales: a help center article, an FAQ, a short video, an automation, or a product fix. Support volume should grow slower than our customer base, and you are the person responsible for that gap. What You'll Do - Own the support queue – First responder across every inbound channel, with clear ownership of response and resolution times - Resolve technical issues end to end – Reproduce the problem, diagnose it against logs, configuration, and integrations, and either fix it or hand engineering a clean, reproducible write-up - Explain the AI – Help customers understand why a check fired, what a ruleset is actually evaluating, and how their configuration shapes review output; turn each conversation into either a configuration change or a product ticket - Build the self-serve layer – A help center, FAQs, troubleshooting guides, and short video walkthroughs that customers can find without talking to us, kept current as the product changes - Automate the repeat work – Macros, triage and routing rules, AI agents over our documentation, and in-product guidance that take the highest-frequency questions out of the queue entirely - Close the loop with product and engineering – File issues with reproduction steps and cross-account impact, and push for fixes to whatever is generating the most tickets - Arm the rest of the team – Internal runbooks, escalation paths, and enablement so Customer Success and Implementation can resolve common issues without routing them to you - Help define the function – Severity levels, coverage model, response targets, and tooling stack; what you build here is what the next support hires inherit Who You Are - A builder first – You have built process and tooling, not just operated someone else's. You can point to something that exists because you made it - Fluent in AI – You use LLMs as working tools every day, you can write a prompt that holds up in production, build an agent over a knowledge base, and recognize where the output is wrong - Technically deep enough to debug – Comfortable in logs, APIs, integrations, and queries, and able to get to a root cause before escalating - A clear writer – Your documentation is the kind people actually read, and you can get a concept across in a two-minute video as easily as in a paragraph - Impatient with repeat work – Answering the same question twice bothers you enough to go fix the cause - Steady with frustrated customers – You can take a tense escalation and turn it into a plan - Comfortable being first – No playbook, no predecessor, and a lot of latitude to decide how this works Who You'll Work With You will report to the Head of Customer Success and work closely with Engineering and Product on issue resolution and with Customer Success and Implementation on escalations and enablement. Day to day, you will be in front of our customers' legal, compliance, and marketing teams. Requirements - 3–6 years in technical support, support engineering, solutions engineering, or technical operations at a B2B SaaS company, or in an adjacent role where you built the tooling and process behind a customer-facing function - Evidence of what you have built – A knowledge base, an automation, an internal tool, or an AI workflow that measurably removed work. Be ready to walk us through one in detail - Hands-on experience with AI tooling and a point of view on where it helps and where it does not - Able to debug independently: reading logs, calling APIs, tracing an integration, and writing a query - Writing and video samples: documentation, guides, or walkthroughs you created - Experience in a regulated or compliance-adjacent domain, or in marketing operations, is a plus #BI-Remote #LI-Remote How We Work: We have offices in New York and San Francisco and value in-person collaboration, but we're open to remote for the right person. Wherever you're based, expect bi-annual off-sites and the chance to spend time in our other offices when it matters. What You’ll Get: - Competitive salary and equity package - Bi-annual get-togethers - Fully paid medical, dental, and vision insurance - Free access to OneMedical (US Only) - Company-paid life insurance (US Only) - Company-sponsored 401k + matching (US Only) - Flexible time off (with mandatory 15 days off) - Financial support for work-adjacent learning opportunities Blee is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. For roles based in the US, applicants must have authorization to work for any employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time Beware of Imposter Recruiters and Job Scams - All official communication from our talent team will come from an @blee.com http://montecarlodata.com email address. - We will never ask candidates to provide sensitive personal information (such as bank details, social security numbers, or payment) at any stage of the recruitment process. - We will never request payment for equipment, training, or application processing. - Our open positions are always listed on our official careers page: https://jobs.ashbyhq.com/Blee If you are contacted by someone claiming to represent Blee but you’re unsure of their legitimacy, please reach out to us directly at hiring@blee.com recruiting@montecarlodata.com before sharing any personal information.