MTS - Support Engineer

Job description

We’re the makers of Poke.com http://Poke.com, a proactive AI agent for everyday life. Interaction is a $300M consumer company backed by $27M from General Catalyst and angels such as Guillermo Rauch (Vercel), Scott Wu (Cognition), Patrick and John Collison (Stripe), Fred Ehrsam (Coinbase), Ken Howery (Co-Founder of PayPal and Founders Fund), and many others. The Context For the last year, our core engineering team has built this entire agent platform from the ground up. Now, traffic and concurrent agent executions are scaling by orders of magnitude. Support volume scales with it. We need someone who keeps users unblocked and turns their pain into fixes without pulling core engineers off the roadmap. We only care about technical depth, obsession with your craft, and how well you can build alongside us. Our current team is strongly connected and talent-dense, with backgrounds from Jane Street, MIT/Stanford research, and International Olympiads, but we care more about experience building than your pedigree. The Role You own the entire support surface and make it run itself. This spans: - Live support: Real-time chat with users on Apple Messages for Business, our highest-touch channel. - Ticketed support: Email and Zendesk queues, plus user reports surfacing through X and Discord. - Bug management: Triage incoming issues, reproduce them, fix the small ones yourself, and dispatch the rest as precise Devin requests or clean escalations to engineering. - Support automation: Build AI-driven workflows across all channels: auto-triage, deflection, routing, and macros. Every issue you see twice should become an automation. We work mostly in Typescript and some Python, but lack of experience in these specific languages is not a deal breaker. What we're looking for - Rigor under pressure. You hold live response times while working the bug queue. You can calm a frustrated user and root-cause their issue in the same conversation. - Platform thinking. You design systems, not one-off replies. You build automations that solve today's ticket while killing ten future ones. - Technical depth. You read code, reproduce bugs, and write repro steps engineers act on without follow-up questions. - Low ego. The talent bar is high, but no important problem is beneath us. Something Else If you don't fit perfectly into a bucket, that's fine. We care more about ownership and technical depth over specific labels. Tell us what you are unusually good at, what support systems or automations you've built, and why it transfers here. Include a link to your GitHub, an automation you're proud of, or a breakdown of the hardest bug you've tracked down.