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About the Role

Rillet is an AI-native ERP that helps accounting and finance teams run numbers with speed, accuracy, and insight. This is a new, intentionally built support function focused on scaling through engineering. You will be one of the first Customer Support Engineers, combining customer problem-solving with technical work to build tools, automations, and AI-assisted workflows for scalability.

Responsibilities

• Resolve inbound support tickets across question types including general knowledge, bug triage, and data requests via omni-channel support.
• Communicate clearly and professionally in async channels with a consistent, helpful tone.
• Triage and escalate issues to Customer Success or Engineering with sufficient context for seamless handoff.
• Flag gaps in playbooks and escalation protocols.
• Build AI-assisted workflows to automate manual support processes such as ticket categorization, response drafting, knowledge retrieval, routing, and enrichment.
• Develop internal tools and integrations to scale support execution, connecting support tooling, the product, and the data warehouse.
• Contribute to and continuously improve the internal knowledge base by documenting resolutions, product behavior, and edge cases.
• Turn repeated questions into scalable, structured content for humans and AI agents.
• Tag and categorize tickets consistently to support data quality and AI agent optimization.
• Instrument support systems with observability to ensure data trust and early issue detection.
• Take support-infrastructure projects from 0 to 1, prototyping quickly and hardening successful projects into durable systems.
• Partner with leadership, Product, and Engineering to surface patterns in customer questions and translate them into product and process improvements.

Requirements

• 6 months to 3 years in a customer-facing or technical support role (support, success, support engineering, or similar), ideally with exposure to building tools or automations.
• Customer-first orientation, caring about the end-user experience.
• Technically capable and systems-oriented, comfortable scripting, building integrations, and working with APIs, data pipelines, or AI/LLM-powered workflows.
• Strong written communication skills for async channels.
• Fast learner able to absorb product complexity quickly.
• Strong triage instinct to assess and route issues efficiently.
• Natural ability for pattern recognition and documentation, turning repeated questions into scalable knowledge base content and automation.
• Ability to translate vague problems into concrete technical solutions with a bias toward ownership, autonomy, and fast iteration.
• High attention to detail in a fast-moving environment.
• Experience building or integrating AI/LLM-powered workflows in production (Nice to Have).
• Familiarity with accounting concepts or finance workflows, or previous experience with an accounting-adjacent product (Nice to Have).
• Experience with Pylon, Linear, or similar CS/support tooling (Nice to Have).
• Experience at early-stage or fast-scaling startups (Nice to Have).

Skills

• Customer Support
• Technical Support
• Customer Engineering
• Problem-Solving
• Tool Building
• Automation
• AI-assisted Workflows
• Scripting
• API Integration
• Data Pipelines
• LLM Workflows
• Written Communication
• Triage
• Documentation
• Knowledge Base Management
• Pattern Recognition
• Product Improvement
• AI/LLM Workflow Development
• Accounting Concepts
• Finance Workflows
• Pylon
• Linear

Location

• San Francisco
• NYC

Work Type

• Hybrid
• In-office Tuesdays and Thursdays
• One additional flexible in-office day

Experience Level

• Entry Level
• Mid Level

Salary/Compensations

• Competitive Pay
• Strong salaries plus equity

Benefits

• Equity
• Top-tier health and dental insurance
• Premiums partially or fully covered
• 90% coverage for dependents
• Flexible PTO
• 9 company-wide holidays
• Team offsites

About the Company

• Rillet serves accounting and finance teams with an AI-native ERP designed for speed, accuracy, and insight.
• Customers are the financial brains of their companies.
• Rillet offers a unified source-of-truth data model, hundreds of native integrations, automated workflows, multi-entity consolidation, and specialized AI agents.
• The company has a consistently perfect customer satisfaction score.
• High-growth AI customers like Mercor and Function Health use Rillet.
• Rillet has raised $100M from investors including Sequoia, a16z, Iconiq, Oak HC/FT, and First Round.
• Rillet's pace requires intelligence, extreme speed, agency, and flexibility.
• Successful employees internalize missions, design strategies, and deliver results autonomously.
• Work revolves around customers and delivering important things.
• The company values in-person collaboration.