🌏 Berlin / Remote
We’re building a meeting agent that builds company-wide conversational context and eliminates busy work around meetings. We’re a fast-moving team looking for a Platform & Support Engineer to join our core team in Berlin (hybrid/remote possible). This is a hybrid role: you’ll be the person who owns customer-facing technical support end to end, and you’ll build the tooling and platform that makes support (mostly) unnecessary.
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This is not a pure SRE role. You will spend multiple hours on support every single day — reading tickets, reproducing issues, digging through logs, and answering users. If that sounds like a distraction from “real” infrastructure work, this role is not for you. If it sounds like the fastest way to find and fix what’s actually broken, keep reading.
The point, though, is to make this go away. The explicit goal of the role is to eliminate manual support with agents and automation — and nobody is going to stop you from getting there fast.
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Every company runs on conversations, and most of that context disappears the moment a meeting ends. Jamie captures it, structures it, and makes it usable across the entire organisation. We work closely with our customers to build a magical product with real-world impact.
We believe in shipping fast, learning constantly, and building a product users love.
Our support volume is roughly a fifth of what it used to be — but the issues that remain take about five times longer to investigate. They’re deep: audio capture on strange hardware, desktop app edge cases, ML pipeline behavior, sync and infrastructure issues. Answering them well requires someone who can actually read the stack, not just route a ticket.
At the same time, support demand is too variable to justify a support-only hire. So the shape of this role is deliberate: when tickets are coming in, support is your top priority. When it’s quiet, you shift to platform and infrastructure work — including building the tools that make the next wave of tickets faster to handle, or unnecessary altogether.
Today, our engineers handle support on a rotation. When you join, you become the person who answers every ticket you’re able to, and escalates only what genuinely needs a specialist. How you get there — triage, deduplication, automation, self-serve tooling — is your design call.
Own Customer-Facing Technical Support: Be the first and usually last line for user-reported issues. Reproduce, investigate, resolve, and communicate clearly — several hours a day, every day.
Design Triage & Deduplication: Build the system that makes support scale. Grouping, dedup, prioritization, routing, canned diagnostics — the approach is yours to define and own.
Inherit & Run Our Internal Support Panel: We’re kicking off an internal support panel now; you’ll take it over, run it, and evolve it into the tool you actually want to work in.
Vibe-Code Your Own Tooling: Ship scripts, dashboards, log queries, agents, and internal apps that turn hours of investigation into minutes. You are expected to build, not just operate. We have solid foundations for building and running internal agents with Cloudflare OS.
Platform & Reliability Work: In quieter periods, improve observability, alerting, CI/CD, infrastructure, and the reliability of the systems behind our desktop app and media pipelines.
Close the Loop with Engineering: Turn recurring pain into product fixes. You’ll have the clearest view of what’s actually broken and a direct line to the people who can fix it — including yourself.
We use the best tools to build the best product, and we’re always happy to hear new ideas and perspectives that could make working better. Currently: