engineering
Posted Mar 25Customer Engineer
at Bland AI
San Francisco, United StatesOn-site
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Responsibilities
- - Collaborate with internal teams, including our Forward Deployed Engineering and Engineering teams, to ensure timely issue resolution and incorporate developer feedback into product improvements.
- - Build and maintain internal dashboards and workflows that support day to day admin tasks, automate manual processes, and provide visibility into customer health, support performance, and revenue.
Requirements
- ABOUT BLAND AI We’re a series B startup, and have raised $65 million from Emergence Capital, Y Combinator, and the founders of PayPal and Twilio.
- In this role, you will be the go-to person for addressing customer issues, troubleshooting technical problems, and ensuring our users—including developers—have a seamless experience with Bland.
- experience in technical customer support or a similar role.
- - Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.
- - Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.
- - Proficiency in using support ticketing systems, such as Plain, Intercom, or Zendesk.
- - Able to write accurate and complete SQL queries. -
- Experience working with Stripe or similar billing systems.
- - Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.
- - Basic JS experience, including operating in local or staging environments.
- experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).
- - Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).
Benefits
- BONUS IF YOU: - Have
- COMPENSATION & PERKS - Salary: $120k – $150k base + meaningful equity + benefits. - Gorgeous office in Jackson Square, San Francisco (rooftop views & great coffee shops nearby).
Contact
- We have grown to a 60+ person team, and we serve customers like Better.com http://Better.com, by delivering the most friendly, helpful, and human-like AI phone agents in the world.
Additional details
- WHY THIS ROLE EXISTS We are looking for a detail-oriented and customer-obsessed Customer Engineer to join our customer team.
- You’ll work closely with internal teams to resolve challenges efficiently, advocate for the needs of both end-users and developers, and help foster a positive, informed developer community.
- WHAT YOU WILL DO: - Serve as the primary point of contact for enterprise customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).
- - Triage, debug, and resolve technical issues across the platform, owning first pass investigation and driving tickets to resolution within the internal ticketing system.
- - Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.
- - Develop and update support resources such as FAQs, troubleshooting guides, and knowledge base articles alongside developer-focused documentation, sample code, and tutorials.
- - Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.
- - Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.
- - Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported ABOUT YOU: - 3+ years of
- - Strong troubleshooting skills with a structured approach to solving technical problems.