Zearch · 1 month ago
Product Support Engineer - Series C AI Platform (100% YoY growth)
Zearch is a fast-growing B2B AI/SaaS company modernizing global commerce infrastructure. The Product Support Engineer will provide technical, production-critical customer support, resolve issues, and identify opportunities to automate recurring problems. The role partners with R&D and Product to build AI workflows, improve documentation, and deliver durable product fixes.
Artificial Intelligence (AI)SoftwareEnterprise SoftwareHuman ResourcesCloud ComputingSaaSDeveloper ToolsPaaSRecruiting
Responsibilities
Review, triage, and resolve inbound customer issues within SLAs — with AI tools accelerating your root-cause analysis, not replacing your judgment
Eliminate ticket categories at the source: scripts, automations, AI-structured articles, error-message fixes, self-serve tooling
Build and maintain AI workflows with R&D, turning proven resolutions into automation the AI can execute safely
Spot patterns and quantify them — which issues generate the most tickets, what they cost, what would eliminate them — and bring that data to Product
Advocate for the customer internally; escalate urgent production issues with real ownership
Become a product and domain subject-matter expert (we'll teach you the domain — see below)
Qualification
Required
A builder. When you solve the same problem twice, you script, automate, or build something so no one solves it a third time — and you can show us what you've built
AI-forward. You reach for AI tools by default and use them for real work: prompt design, AI-assisted troubleshooting, automated workflows
Technically fluent. Comfortable reading/writing basic scripts and queries (Python, JavaScript, SQL, JSON), working with REST APIs, and reading logs and payloads without flinching
Analytical. You bring the pattern, the count, and the cost — not just the anecdote
An excellent communicator. Crisp, kind writing that makes technical problems simple for a stressed customer
Proven under volume. Experience in a high-volume, direct-customer technical support environment
Owner's reflexes. Bias toward action, comfortable with ambiguity, willing to be part of an on-call rotation
2+ years in technical support, solutions engineering, or a similar customer-facing technical role (floor only — the builder bar governs)
Preferred
Experience with Intercom-class ticketing platforms, especially with AI agents deployed; Salesforce, Jira
Excel/spreadsheet fluency for ad-hoc analysis
Exposure to complex B2B data/integration formats or iPaaS/integration-middleware environments
Benefits
Equity
Remote-first culture
Comprehensive health, dental, and vision coverage
401(k) with company match
Home office stipend
Generous PTO
A growth path into senior technical support, solutions, AI operations, or product roles
Company
Zearch
Executive search for PE- and VC-backed technology companies.
Funding
Current Stage
Early StageCompany data provided by crunchbase