About the role

We are looking for a Founding CS Engineer with 4–5 years of experience to own and build Lightfield's entire post-sales function from the ground up. This is a rare zero-to-one opportunity at a well-funded, fast-growing AI-native CRM (backed by Greylock, Lightspeed, and Coatue) where you'll be the first dedicated CS hire — answering real support tickets daily while simultaneously building the AI-powered systems that make the queue smaller over time.

What will you be doing?

Own the inbound support queue end-to-end — set SLAs, triage tickets, and resolve technical issues (workflow debugging, API/integration problems, agent behavior) yourself
Build and deploy an AI support agent to drive ticket deflection, and maintain a knowledge base written for AI agents first
Design and implement onboarding automation, health scoring, and proactive at-risk account rescues to drive retention and expansion
Write the CS playbook from scratch — SOPs, escalation criteria, reporting — and close the product feedback loop with engineering
Use Claude Code / Codex and API/webhook integrations to build internal tooling that scales support without adding headcount

Key Requirements

4–5 years in a technical, customer-facing role (support engineering, solutions engineering, or CS Ops) — ideally at an early-stage B2B SaaS startup
Can write scripts, hit APIs, and debug integrations independently — no engineering hand-holding needed
Has owned a support function solo: set SLAs, reduced queue volume through tooling and documentation, not just ticket-answering
Demonstrated ability to build with AI tools (Claude Code, Codex, LLMs/AI agents) — this is a hard requirement, not a nice-to-have
Based in San Francisco and able to work in-office 4 days/week (Wednesday WFH)

Lightfield is an AI-native CRM built for the modern era, designed to replace legacy tools like Salesforce and HubSpot by assembling itself automatically from a team's email, calendar, and meetings — capturing every interaction and turning it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks. The company's mission is to become the definitive system of record for the AI era, rethinking CRM from first principles so that instead of forcing teams into rigid systems, it learns from how companies actually work, adapting, automating, and surfacing insights that drive growth. Lightfield is backed by top-tier investors including Greylock, Lightspeed, and Coatue, and its founders previously built Tome, a generative AI presentation product used by over 25 million people; the broader team brings deep pedigree from Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce. Traction has been exceptional: over 3,000 companies have signed up since the November launch, with 100+ new sign-ups every week and roughly 30 converting to paying customers weekly — with notable customers including Substack and Distill. Lightfield operates a dual go-to-market motion, pairing a high-velocity self-serve PLG funnel with a direct sales motion targeting Series A/B startups, and is scaling its team rapidly. The culture is high-intensity, mission-driven, and in-office four days a week (Wednesdays from home), attracting missionaries over mercenaries who are genuinely excited about building a category-defining company — and uniquely, Lightfield sells to its own avatars, meaning the product team has enormous appetite to fulfill the needs of the CS and GTM functions using the product itself.

Founding Customer Support Engineer

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