Job Title: Customer Support Engineer
Location: Remote
Hiring Manager: TBC
Salary: Competitive + Equity
Revenue Goal: TBC
We're looking for a Customer Support Engineer to be the technical bridge between our customers and our product team.
This is a role that blends technical expertise with customer empathy. You'll help customers get the most out of mytender, troubleshoot complex issues, and ensure feedback flows back to the product team to drive improvements.
You'll be a key voice in shaping the customer experience and will directly impact retention and satisfaction metrics.
You'll own the technical support experience - from first response to resolution, and the feedback loop that drives product improvement.
Success means:
Be the first line of technical support for our customers. Diagnose issues, provide clear solutions, and ensure every interaction leaves customers feeling supported and valued.
Translate customer pain points into actionable product insights. Work closely with engineering and product to prioritise fixes and improvements that matter most.
Create and maintain documentation, FAQs, and guides that help customers self-serve. Reduce ticket volume by making information accessible and clear.
Design and refine support workflows, escalation paths, and SLAs. Build the foundation for a support function that scales with our growing customer base.
We are intentional about our team. We believe a small, exceptional team working with extreme focus will always outperform a large, bloated organisation.
Autonomy: We hire people who want ownership, and then we actually give it to them.
Velocity: You will be fast-tracked into senior responsibilities far earlier than at a traditional company.
Growth: The opportunity to work on the hardest problems in AI, developing your skillset the most and be part of a special journey with a fun team that love working together.