Customer Support Engineer

Job description

WHAT WE DO Rillet serves accounting and finance teams, the financial brains of their companies. Our job is to help them run the numbers with impossible speed, accuracy, and insight. Rillet is the AI-native ERP built for modern finance teams. We help companies automate the most critical parts of finance, from closing the books and recognizing revenue to consolidating entities and reporting to investors. More than 600 companies run on Rillet, including Mercor, Scribe, and Function Health, and we partner with leading accounting firms including EY and KPMG. This huge market is ours to take. We’ve raised $200M+ from Sequoia, a16z, ICONIQ, Bain Capital Ventures, Oak HC/FT, and other leading investors to build the financial infrastructure for the next generation of companies and help every business run its numbers at the speed of AI. WHO WE ARE Rillet’s pace is not for everyone. Intelligence is table stakes. To succeed here, you need extreme speed, agency, and flexibility. The people who thrive at Rillet do not wait for assignments. They internalize the mission, design a strategy, and bring back results that are better, faster, and more creative than a manager could have asked for. Our work revolves around our customers. The people who succeed here are energized by delivering what matters most, even when it was not part of the original plan. Rillet is built on deep accounting expertise, and it takes people from many disciplines to build a category-defining company. You do not need to be an accountant to thrive here. You do need to care deeply about the problems we solve and the impact our customers can create. Together, we combine the precision of accounting with the speed, creativity, and ambition of AI-native software to power the financial core of the world’s fastest-growing companies while redefining what finance teams should expect from their software. WHO WE NEED Rillet's support function is new and being built intentionally — and we're building it to scale through engineering, not just headcount. You'll join as one of our first Customer Support Engineers: a hybrid role that combines front-line customer problem-solving with the technical work of building the tools, automations, and AI-assisted workflows that make support fast, accurate, and scalable. On any given day you'll be resolving real customer issues and building the systems that resolve the next hundred. You'll respond to inbound questions, triage bugs, and get customers unblocked quickly — then turn what you learn into knowledge base content, better ticket routing, AI agent improvements, and internal tooling that makes the whole team more effective. You care about fast, accurate resolution, and you find both the support craft and the engineering behind it energizing. This is a role for someone who thinks beyond closing tickets one at a time. You see a repeated question and want to automate it away. You see a manual triage step and want to build a workflow for it. You want to compound your impact over time, not just keep pace with volume. We're looking for teammates who value in-person collaboration and are within commutable distance of our San Francisco (preferred) or NYC offices (or willing to relocate). Team members are required to work in-office Tuesdays and Thursdays, plus one additional flexible in-office day. Certain roles may require additional in-office time based on function. WHAT YOU'LL DO - Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests — via omni-channel support, communicating clearly and professionally in async channels with a consistent, helpful tone. - Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless, and flag gaps in playbooks and escalation protocols when you find them. - Build AI-assisted workflows that automate manual support processes — ticket categorization, response drafting, knowledge retrieval, routing, and enrichment. - Develop internal tools and integrations that scale support execution, connecting support tooling (e.g., Pylon, Linear), the product, and the data warehouse. - Contribute to and continuously improve the internal knowledge base — documenting resolutions, product behavior, and edge cases, and turning repeated questions into scalable, structured content that both humans and AI agents can use. - Tag and categorize tickets consistently to support data quality and AI agent optimization, and instrument support systems with observability so we can trust the data and catch issues early. - Take support-infrastructure projects from 0→1 — prototype quickly, then harden the ones that work into durable systems rather than one-off scripts. - Partner with leadership, Product, and Engineering to surface patterns in customer questions and translate them into product and process improvements. WHO WE'RE LOOKING FOR - 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 — you care about the experience on the other end of every response, not just whether the ticket is technically resolved. - Technically capable and systems-oriented — comfortable scripting, building integrations, and working with APIs, data pipelines, or AI/LLM-powered workflows to remove manual work. - Strong written communicator in async channels — crisp, clear, and professional. - Fast learner who can absorb product complexity quickly; Rillet ships fast and support needs to keep pace. - Strong triage instinct — you can quickly assess whether an issue needs investigation, escalation, or just a clear answer, and move it to the right place without losing the thread. - Pattern recognition and documentation instinct — you naturally turn 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. BONUS POINTS - Experience building or integrating AI/LLM-powered workflows in production. - Familiarity with accounting concepts or finance workflows, or previous experience with an accounting-adjacent product (not required). - Experience with Pylon, Linear, or similar CS/support tooling. - Experience at early-stage or fast-scaling startups. LIFE AT RILLET - Grow with us. Take meaningful ownership, expand your scope, and make an impact as Rillet scales. - Competitive pay and meaningful equity. Be rewarded for the value you help create. - Benefits that support you. We offer medical and dental coverage, including up to 100% of employee premiums and 90% of dependent premiums, along with a 401(k), flexible PTO, nine company-wide holidays, and paid parental leave for eligible employees. - Better together. We’re hybrid-first, with teams centered in New York City and San Francisco, as well as select remote roles. Our offices are stocked with snacks, we regularly provide lunch and dinner, and we make time to connect as a team.