🌏 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 Support Engineer to join our core team in Berlin (hybrid/remote possible). You’ll own customer-facing technical support end to end — and design the triage, tooling and automation that makes most of it unnecessary.
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This is a hands-on support 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” engineering work, this role is not for you. If it sounds like the fastest way to find 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.
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.
You won’t be doing this alone: our Platform Engineer owns the infrastructure and observability underneath you, and your findings directly shape what they build.
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.
Turn Support into Automation: Push every recurring question towards a self-serve answer, an agent, or a product fix — and work with platform engineering on the diagnostics you need.
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: