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About the Role
As a Support Engineer at Rox, you'll own how customers get unblocked when something breaks or is unclear in the product. You'll be the front line for product support: triage, reproduce, resolve, and communicate with clarity and urgency. This is a technical, customer-facing role where you'll work tickets and escalations across integrations, workflows, agents, and core platform behavior. You'll partner with Growth Strategists, FDEs, CSMs, and Engineering so severe issues move fast, and recurring issues become docs, tooling, or product fixes. If you like debugging under pressure, writing crisp updates customers trust, and raising the bar for how a support function operates at a fast-moving AI company, we'd love to talk.
Responsibilities
- Own the customer product support queue end to end: intake, triage, reproduction, resolution, and clear customer communication
- Protect support SLAs, with faster handling for severe product-impairing and loss-of-functionality issues
- Debug issues across the Rox product surface, including integrations, data flows, agent workflows, and account configuration
- Partner with FDEs and Growth Strategists on account-critical escalations without turning every ask into a custom build
- Write and maintain public and internal docs so customers and teammates can self-serve the common paths
- Capture recurring failure modes and feed crisp, actionable signal to Product and Engineering
- Build lightweight tooling and playbooks that shrink time-to-resolution as volume grows
- Represent Rox with calm, precision, and ownership in every customer touchpoint
Requirements
- 2+ years in technical support, solutions engineering, or a similar customer-facing technical role in B2B SaaS
- Strong troubleshooting instincts across systems that touch SaaS apps, APIs, identity, and data integrations
- Comfort reading logs, reproducing bugs, and explaining technical findings to both technical and non-technical audiences
- Clear written communication: customers should leave every thread knowing status, next step, and owner
- Experience with CRM and GTM stacks (Salesforce, HubSpot, or similar) is a plus
- Familiarity with SQL or a scripting language for investigating customer data issues is a plus
- Bias toward documentation and automation over repeating the same manual fix
- Comfort operating in a fast-moving, early-stage environment where process is still being built
Skills
- SaaS apps
- APIs
- identity
- data integrations
- reading logs
- reproducing bugs
- technical findings explanation
- written communication
- CRM
- GTM stacks
- Salesforce
- HubSpot
- SQL
- scripting language
- documentation
- automation
Location
- San Francisco
Work Type
- Onsite
Experience Level
- 2+ years
Benefits
- Competitive pay with considerable equity upside
- Health Insurance
About the Company
- Rox believes in empowering people to do their best work.
- Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling.
- Revenue agents 10x customer work.
- We are reimagining the revenue stack by building the world's first revenue operating system, from the application layer to the system of context.
- With Rox, humans are evolving to orchestrators while agents manage the end-to-end customer lifecycle.
- Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition.
- Underlying all of this success is an unwavering, shared belief in the mission, with an unreasonable commitment of doing whatever it takes to make it a reality.