Technical Support Engineer

Job description

ABOUT WISPR We're building the first voice interface a billion people use every day. Our first product, Flow, lets you talk instead of type anywhere on your computer or phone, and turns messy speech into polished text that is ready to send. It's scaled from $2M → $50M in ARR in under 12 months with millions of users and thousands of enterprise customers. How we think → https://wisprflow.ai/post/the-master-plan The team is still small enough that every person shapes what gets built. About the Role We're looking for a Technical Support Engineer who doesn't just close tickets. You deliver an 11-star experience to every single customer, regardless of their plan or what they pay. Every person who reaches out should come away feeling genuinely delighted, not just helped. You'll be on the front lines solving real problems for Wispr Flow users while shaping how customers feel about our product in their inbox, in their app store reviews, and in every conversation they have about us. How our customers talk about Wispr matters deeply, and you'll play a direct role in earning that trust. This isn't a role where someone hands you a script for every situation. You'll write your own, often with the help of AI. You'll need creativity, technical depth, and the judgment to know when a problem needs a workaround, when it needs a bug report, and when it needs you to build something entirely new to fix it. What You'll Do - Resolve customer support tickets across billing, account, product, and technical issues with speed, empathy, and precision - Deliver a consistently delightful experience to every customer, every time. Free users and enterprise accounts alike - Advocate for customers internally by surfacing product gaps, recurring pain points, and feature requests to product and engineering teams - Stay close to customer sentiment across support channels, app store reviews, social media, and community forums. Understand how customers feel about Wispr and proactively address what shapes that perception - Investigate and triage bugs end-to-end: reproducing issues, pulling logs, tracing root causes, and writing clear bug reports that engineering can act on immediately - Use AI tools to accelerate your workflow: drafting responses, analyzing patterns, diagnosing issues, and building lightweight automations that make the whole team faster - Manage ticket queues with attention to SLAs, priority tiers, and customer impact - Contribute to internal knowledge bases, support documentation, and process improvementsIdentify trends across tickets and translate them into actionable insights for product, engineering, and leadership - Collaborate cross-functionally with security, compliance, billing, and engineering to resolve complex customer issues What We're Looking For - High agency: you see a problem and fix it without waiting for permission or a playbook, then you document what you found so the rest of the team can learn from it and build on it - AI-native workflow: you already use AI daily to move faster, write better, solve harder problems, and automate repetitive work; strong prompting skills are a must - Technical depth: you're comfortable reading logs, navigating developer tools, understanding APIs, and debugging software issues even if you're not writing production code - Pattern recognition: you spot the signal in the noise; when the same issue shows up three different ways, you connect the dots - Customer obsession: you believe every customer deserves an 11-star experience; you don't adjust your effort based on what someone pays - Clear communication: you write concise, accurate responses that respect the customer's time and technical level - Creative problem-solving: when the standard answer doesn't exist, you build one - Comfort with ambiguity: you don't just tolerate fast pivots and shifting priorities, you're genuinely excited by them. This is an early-stage startup where extreme flexibility isn't a nice-to-have, it's the job. Things move fast here and you should be able to not just keep up, but thrive because of it. A note on experience: We care far more about how you think than where you've worked. If you've spent your career in hospitality, retail, teaching, or any other field where you learned to genuinely care for people, solve problems creatively, and stay composed when things get hectic, you might be exactly who we're looking for. Tools can be learned quickly; curiosity, customer instinct, and high agency can't be taught. If this role excites you but your resume doesn't look like a traditional tech support background, we'd still love to hear from you. Nice to Have - Experience with support tooling like Pylon, Intercom, or Zendesk - Familiarity with Sentry, Linear, Notion, or similar engineering/ops tools - Background in Saas, developer tools, or AlExperience with Stripe billing or enterprise account management - You've built automations, internal tools, or workflows that made a support team more effective Why Wispr You'll join a small, high-impact team where your work directly shapes how customers experience our product and how they talk about it. Customer sentiment isn't a metric we check quarterly; it's something we actively build with every interaction. We move fast, we care deeply about craft, and we believe the best support engineers are some of the most important people in the company. LOGISTICS Location. About 60% of the team is in San Francisco and the rest are remote, mostly US-based. - If you're in SF: you'll be in the office most days. We think the best work happens in person. Most of the team is here five days a week, and a few do three or four days depending on family or long commutes. - If you're remote: we're open to remote for some roles. We fly remote teammates to SF for three to four days a month. Visa sponsorship. We sponsor visas: H1B, O1, EB1, L1, STEM + OPT, and more. We can't successfully sponsor for every role and every candidate, but if we make you an offer we'll make every reasonable effort, and we retain an immigration law firm to help. WHAT WE OFFER We're a small, focused team that cares deeply about the quality of our work and the people we do it with. Here's what you can expect: - Equity on employee-friendly terms, including extended exercise windows and a combination of ISOs and RSUs. Ask us for more details! - Health, dental and vision. We cover 100% of the premium on the Anthem Blue Cross Gold PPO, and 75% of premiums for dependents. (US only) - 401(k) with up to a 4% match. (US only) - Flexible time off and company holidays. - All meals in the office, plus commuter benefits and relocation reimbursement if you’re moving to San Francisco. - A high-spec laptop, monitor, and a whisper-friendly microphone. - Regular team events and off-sites. - 16 weeks of paid parental leave (12 weeks for non-birthing parent). The early days with a new baby matter more than anything we're doing here, and we want you to be present for them. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We’re designing how humans interact with AI, which makes representation even more important, and we strive to include a range of diverse perspectives on our team. We are committed to ensuring a fair and accessible interview process. If you need any accommodations or adjustments, please let us know.