Customer Support Engineer

About the role

Rillet is building an AI-native ERP platform for mid-market and enterprise finance teams. We are looking for a Customer Support Engineer to help us establish a scalable support function that prioritizes engineering solutions over manual headcount growth. You will balance direct customer resolution with the development of automation and AI-driven workflows.

Key facts

• 6 months to 3 years of experience in technical support, customer success, or a similar customer-facing role.
• Proficiency in scripting, working with APIs, and building integrations or data pipelines.
• Ability to translate complex product information into clear, professional written communication.
• Strong triage skills to determine whether issues require immediate resolution or escalation.
• Proven ability to document processes and convert recurring questions into scalable content.
• Must be able to work in-office in New York City or San Francisco on Tuesdays, Thursdays, and one additional flexible day.
• High attention to detail and the ability to operate with autonomy in a fast-paced environment.

Nice to have

• Experience integrating or building AI/LLM-powered workflows in a production environment.
• Background in finance, accounting, or experience with accounting-adjacent software.
• Prior usage of tools such as Linear or Pylon.
• Experience working within early-stage or rapidly scaling startup environments.

Skills & tools

• Scripting and API integration
• Data pipelines and observability
• AI/LLM workflow development
• Pylon and Linear
• Knowledge base management

Practical notes

• Benefits include medical and dental coverage (up to 100% for employees, 90% for dependents), 401(k), paid parental leave, flexible PTO, and nine company-wide holidays.
• Offices are stocked with snacks and provide lunch and dinner.
• Candidates must be within commutable distance of our New York City or San Francisco offices.

What you'll do

You will investigate and resolve intricate technical issues reported by our customers, applying deep product knowledge to identify root causes and deliver accurate solutions. You will design and implement automated scripts and API integrations to streamline repetitive support tasks and improve system observability. You will collaborate with engineering and product teams to convert complex customer feedback into actionable insights that drive product improvements. You will develop and maintain comprehensive documentation that captures troubleshooting workflows and standard operating procedures for common issues. You will utilize AI and LLM-driven workflows to enhance the efficiency of support operations and reduce the time spent on manual interventions. You will manage the health of our knowledge base, ensuring that articles are accurate, up-to-date, and easily discoverable by customers and internal stakeholders. You will monitor key support metrics and use data to identify trends, recurring problems, and opportunities for process optimization. You will coordinate with cross-functional teams to ensure that critical issues are escalated and resolved in a timely and transparent manner. You will contribute to the development of standard communication templates that maintain professionalism while improving clarity and consistency. You will participate in the ongoing refinement of our support playbooks to adapt to new product features and evolving customer needs.

Requirements

• 6 months to 3 years of experience in technical support, customer success, or a similar customer-facing role.
• Proficiency in scripting, working with APIs, and building integrations or data pipelines.
• Ability to translate complex product information into clear, professional written communication.
• Strong triage skills to determine whether issues require immediate resolution or escalation.
• Proven ability to document processes and convert recurring questions into scalable content.
• Must be able to work in-office in New York City or San Francisco on Tuesdays, Thursdays, and one additional flexible day.
• High attention to detail and the ability to operate with autonomy in a fast-paced environment.

Nice to have

• Experience integrating or building AI/LLM-powered workflows in a production environment.
• Background in finance, accounting, or experience with accounting-adjacent software.
• Prior usage of tools such as Linear or Pylon.
• Experience working within early-stage or rapidly scaling startup environments.

Skills & tools

• Scripting and API integration
• Data pipelines and observability
• AI/LLM workflow development
• Pylon and Linear
• Knowledge base management

Application details

• Please submit your application with a resume and a brief summary of relevant support or technical experience.
• We look forward to reviewing your application and learning how your background aligns with the needs of our support team.