Founding Support Engineer

Job description

ABOUT LIGHTFIELD Lightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks. We’re rethinking CRM from first principles. Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth. We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful. The market agrees. Over 5,000 companies have used Lightfield since we launched in November, making us the fastest-adopted product in our category. We are backed by Greylock, Lightspeed, and Coatue, and our founders previously built Tome, a generative AI presentation product used by over 25 million people. Before Lightfield, our team worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce. ABOUT THE ROLE We've shipped a product founders love. Nearly 5,000 companies have signed up since our November launch. And our customers build inside Lightfield: writing skills, designing automations, wiring our workflows into how they operate. That changes what support has to be. Every support team in software wants the same thing: keep customers working as they scale, without adding a body for every cohort. Most can't get there. They bolt AI onto tools built for manual work, and the seams show. Lightfield starts from the other end. The product is the AI engine, the same one our customers use to run their own go-to-market. So we can build what almost no one can: a support function that's AI-native from the ground up, running on the product itself. We're hiring our first Support Engineer to build it. In the near term, you own everything technical that keeps customers working. You're in the queue every day resolving real issues, and you go deep in a customer's instance when something is genuinely complex. You partner with the CSM, who owns the relationship and the account, while you own resolution and the systems behind it: - Health scoring that flags risk before a renewal slips - Onboarding that runs itself - A front-line agent that handles the first wave of questions - A knowledge base as the single source of truth, written for AI agents first Every issue you resolve teaches the system, so the next one is easier. You scale through systems, not headcount. Support is also the front edge of the customer experience. Done well, it's why customers stay and expand, which puts this role closer to revenue than a typical support seat. The bigger prize is the function itself. You define what AI-native support looks like in production. Get it right and it becomes the model Lightfield scales on. This is a founding individual-contributor role. You own the work yourself today, with a clear path to leading the function and its team as it grows. You report to the Head of Customer Success and work with engineering, product, and customers every day. WHAT YOU'LL DO Own resolution, end to end - Own the inbound queue across Slack and email, including response time and resolution quality - Set and hold SLAs, triage, and define escalation criteria - Resolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setup - Go deep in a customer's instance when an issue is genuinely complex - Turn recurring tickets into documentation Build the system that scales it - Stand up the AI support agent and drive deflection up - Keep the knowledge base ahead of the product, so the agent answers without you - Build internal tooling for what customers can't self-serve yet. Engineering absorbs it over time, so you build what's needed now - Build the health score model around a north-star metric that predicts retention and expansion Drive activation and retention - Deploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequences - Run proactive rescues on at-risk accounts, alongside the CSM - Surface expansion signals. With consumption pricing, this is a revenue function Document it and close the loop - Write the support playbook: SOPs, triggers, rules of engagement - Build the reporting leadership reads: retention, engagement, risk, expansion - Own the product feedback loop. You see what's breaking first, and engineering needs it from you WHAT WE'RE LOOKING FOR This role is hands-on. You live in the queue and build the systems that make it smaller. The best person for it wants both. - A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consulting - You've carried real ticket volume yourself and can point to the hardest issues you resolved and how - You write scripts, hit APIs, and debug integrations without waiting on engineering, and can walk through something you built that way - You've turned a recurring problem into automation or tooling that made the work lighter, and can show what changed - You've gone deep in a customer's environment to solve something complex, and can take us through it - You hold your own on a call with a technical founder, and you pick up new tools fast - Bonus: you've built on LLMs and AI agents, or owned support solo before BENEFITS & PERKS - Competitive salary - Meaningful early equity - Health insurance (medical, dental, vision) - 3 weeks of PTO - 11 paid company holidays + we enjoy a winter holiday break - 3 months of paid family leave - Wednesdays work from home - Regular team dinners, events, offsites, and retreats - 401k plan - Other perks include: commuter and lunch stipend