About 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
