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MiddleOfficeSan Francisco

Support Engineer

F

Firecrawl

Зарплата

$16,100–$18,200

Уровень

Middle

Формат

Office

О роли

Описание вакансии

About the company

Firecrawl turns the web into data AI agents can use. One API call converts any URL into clean, LLM-ready markdown or structured data.
180k+ GitHub stars, top 50 repositories of all time.
Small team working out of SF HQ and Toronto Hub.

Responsibilities

Be the first line of technical support across channels, focusing on high-value and enterprise accounts.
Diagnose API errors, failed scrapes and crawls, blocked sites, authentication problems, rate limits, and unexpected output.
Reproduce issues, escalate confirmed bugs with clear repro steps, and follow up until resolved.
Review customer workflows and integration plans, suggesting simple changes for reliability.
Triage a busy queue across Slack, email, and chat.
Advocate for customers with Product and Engineering.
Automate repeated questions and manual steps using AI triage, drafted replies, smart routing, and internal tools.
Build lightweight internal tools (debugging scripts, dashboards, agents).
Keep AI support agents sharp by improving knowledge sources and reviewing errors.
Write troubleshooting guides, runbooks, and docs fixes.
Coordinate handoffs across the support team and time zones.

Requirements

Product-minded with good instincts for customer needs and priorities.
Pragmatic engineer with strong fundamentals in APIs, HTTP, and debugging.
Write TypeScript or Python.
Enjoy talking to customers and explaining technical ideas clearly.
Automation-first mindset with experience building automations or internal tools.
AI-native: use Claude, Cursor, agents, and MCP servers daily.
Autonomous and able to move between escalations, bug repros, and automation projects.
Good teammate who shares context openly.
Bonus: experience in technical customer-facing roles or supporting APIs, SDKs, or developer tools.
Bonus: understanding of web scraping, browsers, proxies, or LLM-powered workflows.

Conditions

Salary Range: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto).
Competitive equity.
On-site, five days a week.
Full-Time.
Must be authorized to work in the United States or Canada.

Стек и навыки