Who is Recruiting from Scratch: Recruiting from Scratch is a premier talent firm that focuses on placing the best product managers, software, and hardware talent at innovative companies. Our team is 100% remote and we work with teams across the United States to help them hire.
About the client: Title of Role: Founding Technical Support Engineer
Location: San Francisco, CA
Company Stage of Funding: Series A
Office Type: Hybrid (Minimum 3 days/week onsite)
Salary: $130,000 - $180,000 + Equity
Company Description Our client is a fast-growing, venture-backed startup (Series A, YC alumni) revolutionizing how e-commerce teams build and manage online storefronts. Their no-code platform empowers marketers and founders to design beautiful, high-performance pages without relying on developers. With a lean team of 20 people and over $8M raised, they're scaling rapidly and building a customer experience that matches the power of their product.
This is an opportunity to join as the first Technical Support hire and define the future of support operations at a high-growth SaaS company.
What You Will Do As the
Founding Technical Support Engineer, you'll take ownership of the support organization and drive high-impact improvements to how the company delivers customer service. You'll lead a global team of support agents and work closely with Product, Engineering, and Customer Success to deliver world-class support experiences.
Your day-to-day will include:
- Leading and managing a distributed support team (9 agents across time zones)
- Auditing and optimizing support workflows using tools like Zendesk and Pylon
- Designing differentiated SLAs and response strategies for multiple support tiers
- Creating and iterating on macros, triggers, queues, and ticket workflows
- Diagnosing and resolving complex customer issues across web technologies (HTML, CSS, JavaScript)
- Building scalable systems, documentation, and playbooks from the ground up
- Collaborating cross-functionally with Engineering, Product, and Growth to influence customer experience and retention strategy
- Championing customer empathy and continuous improvement in every support interaction
Ideal Candidate Background - 3+ years in a technical support, implementation, or customer-facing engineering role
- Experience managing or mentoring support teams (bonus for offshore or contractor management)
- Strong technical troubleshooting skills, especially across web technologies (HTML, JS, CSS)
- Proven experience with modern support tools (Zendesk, Pylon, Intercom, etc.)
- Hands-on experience building support operations, not just maintaining them
- Clear communicator who can work cross-functionally and influence stakeholders
- Comfortable in fast-paced, ambiguous environments-ideally with prior startup experience
- Strategic thinker who sees support as a lever for growth, retention, and efficiency
Preferred - Experience with no-code/low-code platforms like Webflow, Bubble, or Airtable
- Familiarity with debugging page performance issues or client-side rendering problems
- Exposure to e-commerce, developer tools, or product-led growth companies
- Design sensibility or familiarity with tools like Figma
Compensation and Benefits - Competitive base salary of $130,000 - $180,000
- Meaningful equity stake in a high-growth company
- Generous PTO and flexible work schedule (2 remote days/week)
- Office located in vibrant Union Square, San Francisco
- Opportunity to work closely with an experienced leadership team and shape the future of support from the ground up
This is a rare opportunity to join an early-stage team where your work will directly influence customer experience, product development, and company growth. If you're excited by the challenge of building support systems from scratch and making a measurable impact, we'd love to hear from you.