Customer Support Engineer

About Pocket

Take Notes in the Real World

The role

The engineer behind customer support. We run a self-hosted helpdesk with an AI agent on top of it, and you own that stack: the automations that take repetitive work off the team, the integrations that put order and device data in the ticket, the pipelines and dashboards that show where volume comes from. A growing share of the work is enterprise. We sell Pocket into companies now, and B2B support runs on different rails - named accounts, SLAs, admin tooling, security reviews - and most of that layer doesn't exist yet. This is a hands-on role. You sit with the support team every day and you ship your own code.### What you'll own* Our self-hosted helpdesk: uptime, upgrades, configuration, and the patches we contribute back upstream* Automations and integrations that remove manual steps - routing, macros, ticket enrichment from our order, fulfillment, and device systems* The AI support agent and the knowledgebase behind it: retrieval quality, evals, and pushing resolution rate up* The support data layer: pipelines, models, and dashboards covering volume, contact drivers, deflection, CSAT, and team performance* Analysis that turns ticket data into decisions - what's breaking, what it costs, what product needs to hear* Enterprise support infrastructure: named-account routing, SLA tracking, admin and fleet-level views, and the workflows behind security reviews and compliance requests* Account-level reporting for enterprise customers - deployment health, fleet status, usage - built once and used by support, sales, and the customer* Internal tooling for the CS team. If something is missing, you build it### What we're looking for* You've owned a service in production end to end* Strong with TypeScript and SQL, and comfortable running and debugging a self-hosted app* SQL well past the basics, and enough Python to do the analysis yourself* You've built dashboards people use* Hands-on with LLM tooling - prompts, retrieval, evals. You can tell why an AI agent gave a bad answer and fix it* You've built for business customers and you know what changes at that tier: admin roles, audit trails, SLAs, single sign-on, data handling that survives a security review* You work directly with non-technical people and turn vague operational problems into systems* Bias to ownership. You find the manual step and delete itBonus points for:* Time spent in or next to a support or ops team* Enterprise support tooling: SLA engines, account hierarchies, SSO, SOC 2 or HIPAA workflows* Shopify, helpdesk, or CRM API work* Consumer hardware sold into companies### What we offer* Work directly with us and learn fast* Direct impact on how the company operates day to day* High-trust, high-responsibility environment* Competitive compensation* Scope to take on more as you earn it