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About the Role
As a Support Engineer, you will be on the front lines ensuring Profound's platform runs smoothly for customers. You will help define best-in-class support in the AI search category, shape team tooling, and become a key technical voice for customers. This role offers steep growth, direct collaboration with Engineering, Product, and Customer Success, and deep expertise in AI search.
Responsibilities
- Own the front line of Profound's ticket queue: triage, investigate, and resolve customer issues across ticketing systems and Slack.
- Reproduce bugs, read logs, write queries to find root causes, and escalate code-level issues to Engineering with clear documentation.
- Meet response and resolution SLAs and contribute to core team metrics like first response time, time to resolution, CSAT, backlog aging, and ticket deflection.
- Participate in the team's coverage model, including on-call rotations and follow-the-sun handoffs.
- Write and maintain internal runbooks and public knowledge base articles to enable team scaling.
- Develop expertise in Profound's integrations, including Cloudflare, Vercel, AWS, CMSs (WordPress, Sanity, Contentful), and the AI search ecosystem.
- Surface recurring defects and customer pain points to Product and Engineering.
- Partner with Customer Success and Account Management for smooth customer handoffs.
- Assist with customer communications during incidents, including status page updates and post-incident follow-ups.
- Use and improve AI-assisted triage tooling to build support through automation.
Requirements
- 0-2 years of experience in technical support, customer-facing, or engineering roles (internships, co-ops, and side projects count).
- Technical foundation from a CS/engineering degree, bootcamp, or equivalent self-taught background.
- Hands-on technical aptitude: comfortable reading logs, writing basic queries, working with APIs, and debugging web technologies (DNS, HTTP, JavaScript).
- Excellent written communication skills for explaining technical issues to customers and engineers.
- High ownership and customer empathy.
- Ability to learn quickly in an ambiguous and high-iteration environment.
- Willingness to participate in on-call rotations for 24/7 coverage.
- Interest or experience in AI, developer tools, infrastructure, or marketing technology is a plus.
Skills
- Technical Support
- Customer Facing Roles
- Engineering
- Log Analysis
- Query Writing
- API Integration
- Web Technologies (DNS, HTTP, JavaScript)
- Technical Writing
- Customer Empathy
- AI
- Developer Tools
- Infrastructure
- Marketing Technology
Location
- NYC
- London
Work Type
- On-site
Experience Level
- 0-2 years
Education Level
- CS/engineering degree
- Bootcamp
- Equivalent self-taught background
Salary/Compensations
- $129,600 - $146,400 (New York)
- £82,300 - £93,000 (London)
Benefits
- Equity
- Full range of benefits and perks
About the Company
- Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 and innovators like Ramp, MongoDB, and Figma.
- Profound's platform enables marketing teams to conduct research, create briefs, develop content, manage campaigns, and analyze reports all in one place, augmented by AI agents.
- The platform leverages data from over 2 billion real user prompts to inform users about AI interactions and model responses.
- Profound's AI Marketer identifies opportunities and automates tasks such as reporting, content drafting, page auditing, and competitive research, continuously improving its performance.