Support Engineer

United States·Chicagofull-timemid

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIs Reproduce, diagnose, and triage bugs,

Requirements Summary

2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS company Strong troubleshooting and debugging skills,

Technical Tools

Customer SupportSupport Engineer

Letter AI is the world’s first revenue enablement platform powered natively by AI. We’re reimagining the end-to-end revenue journey by turning real customer conversations and account data into actionable insights, personalized coaching, meeting prep, and next steps.

Revenue teams aren’t asking for more content or tools. They’re asking for better outcomes. Letter does just that, empowering them to learn faster, sell smarter, and win more.

We recently raised a $40M Series B and are already helping leading companies like Adobe, Lenovo, and Figma transform how their teams work. We 10xed our revenue last year and are looking for the best of the best in Chicago to help us build on that momentum.

We are looking for a Support Engineer to join our team and be the technical front line for our customers. You will own customer-reported issues end to end — diagnosing problems, working directly with our engineering team to resolve them, and helping shape a product that gets better with every ticket. This is a hands-on, high-impact role at an early-stage company, where the support function itself is still being built and you'll have real influence over how it works.

Your key responsibilities will include:

Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIs
Reproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defects
Partner closely with engineering to escalate, track, and resolve technical issues, providing clear reproduction steps and context
Monitor support channels and ensure timely, high-quality responses that meet our SLAs
Build and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issues
Identify patterns across customer issues and proactively flag product improvements to engineering and product teams
Support customer onboarding and technical enablement as needed
Use logs, dashboards, and SQL to investigate the data and system behavior behind reported issues

Qualifications for the role include:

2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS company
Strong troubleshooting and debugging skills, with comfort reading code (Python, JavaScript/TypeScript) even if you're not writing production features day to day
Familiarity with APIs, web applications, and basic database/SQL concepts
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineers
Highly organized, with strong ownership of customer issues from first report through resolution
Past experience or strong interest in generative AI
Highly collaborative mindset with strong problem-solving skills

At Letter AI, we want you to be unapologetically you while operating with our core principles in mind:

Customer-obsessed: Make your customers unreasonably happy and everything else will fall into place
Ambitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritization
Direct yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleagues
Driven yet humble: Push for excellence and deliver fast, but keep your humility

Compensation: $80k–$110k base salary, depending on experience, expertise, and expected impact, plus variable compensation
Ownership: Every full-time teammate receives Letter stock options, so you can share in the value you help create
Benefits that have you covered: Comprehensive medical, dental, and vision coverage, plus a 401(k) with company match
Benefits for the everyday: Company-supported commuter, connectivity, and wellness benefits, plus daily lunch in our Chicago and San Francisco offices
Team events: Happy hours, dinners, events, and offsites with a team that genuinely enjoys spending time together
Build with us: Join a fast-growing startup where you’ll have meaningful ownership and impact, working closely with top-notch teammates to help build and scale Letter