Customer Support Engineer

Location: New York City; San Francisco Employment Type: Full time Location Type: Hybrid Department: Customer Experience Compensation:

Zone A: $85K – $120K • Offers Equity
Rillet is committed to equitable and competitive compensation. Base salary ranges reflect market for companies of similar size, stage, and industry and vary based on primary work location.
Individual compensation depends on role scope and level, experience, skills, qualifications, and internal equity.
Base salary is part of total compensation including equity and benefits. Variable compensation may apply.
Candidates may be considered at different levels with corresponding title and compensation range communicated during the interview process.

What We Do

Rillet serves accounting and finance teams to help them run numbers with speed, accuracy, and insight.
AI-native ERP built for modern finance teams automating critical finance parts like closing books, revenue recognition, consolidations, reporting.
Over 600 companies use Rillet; partners include EY and KPMG.
Raised $200M+ from top investors to build next-gen financial infrastructure.

Who We Are

Fast-paced environment requiring intelligence, speed, agency, flexibility.
Employees take initiative beyond assignments delivering better results than expected.
Customer-centric work culture focused on delivering what matters most.
Combines accounting precision with AI-native software ambition.

Who We Need

Support function is new and built to scale through engineering.
Role combines front-line customer problem-solving with building tools, automations, AI workflows for scalable support.
Daily tasks include resolving customer issues and building systems to automate future resolutions.
Responsibilities include inbound questions response, bug triage, knowledge base content creation, ticket routing improvements, AI agent enhancements, internal tooling development.
Role suits someone who automates repeated questions and manual triage steps to compound impact over time.
Candidates should be near New York City or San Francisco or willing to relocate; hybrid schedule with in-person days Tuesday/Thursday plus one flexible day.

What You'll Do

Resolve inbound support tickets (general knowledge, bug triage, data requests) via omni-channel support with clear professional communication asynchronously.
Triage/escalate issues to Customer Success or Engineering with sufficient context; identify gaps in playbooks/escalation protocols.
Build AI-assisted workflows automating manual support processes (ticket categorization, response drafting, knowledge retrieval, routing).
Develop internal tools/integrations connecting support tooling (e.g., Pylon, Linear), product, data warehouse to scale support execution.
Contribute/improve internal knowledge base documenting resolutions/product behavior/edge cases; convert repeated questions into scalable content usable by humans and AI agents.
Tag/categorize tickets consistently for data quality and AI optimization; instrument support systems for observability to trust data and catch issues early.
Lead support-infrastructure projects from prototype (01) to durable systems rather than one-off scripts.
Partner with leadership/Product/Engineering to identify customer question patterns translating into product/process improvements.

Who We're Looking For

6 months to 3 years in customer-facing or technical support roles (support/success/support engineering), ideally with tool/automation building exposure.
Customer-first orientation caring about experience beyond ticket resolution.
Technically capable/systems-oriented comfortable scripting/building integrations/working with APIs/data pipelines/AI-powered workflows to reduce manual work.
Strong written communication skills in async channels: crisp, clear, professional.
Fast learner able to absorb product complexity quickly; keep pace with fast shipping environment.
Strong triage instinct: assess issue needs quickly for investigation/escalation/clear answer without losing thread.
Pattern recognition/documentation instinct: turn repeated questions into scalable knowledge base content/automation naturally.
Ability to translate vague problems into concrete technical solutions; bias toward ownership/autonomy/fast iteration.

Bonus Points

Experience building/integrating AI/LLM-powered workflows in production.
Familiarity with accounting concepts or finance workflows or prior experience with accounting-adjacent products (not required).
Experience with Pylon, Linear or similar CS/support tooling.
Experience at early-stage or fast-scaling startups.

Salary Info

The expected base salary range varies by location: Tier A: $851012010Tier A: $85K 0 120K Compensation tier based on primary work location. Final compensation depends on skills experience qualifications role scope Eligible for equity benefits Additional Notes All official recruiting communications come from @rillet.com email addresses Other domains should be disregarded as spam Life at Rillet Grow with us meaningful ownership impact company scales Competitive pay meaningful equity Benefits supporting health wellbeing time off family financial goals Collaborative culture team meals events company gatherings