Founding Customer Support Engineer

We are looking for a Founding CS Engineer with 4–5 years of experience to own and build Lightfield's entire post-sales function from the ground up. This is a rare zero-to-one opportunity at a well-funded, fast-growing AI-native CRM (backed by Greylock, Lightspeed, and Coatue) where you'll be the first dedicated CS hire — answering real support tickets daily while simultaneously building the AI-powered systems that make the queue smaller over time.

What will you be doing?

- Own the inbound support queue end-to-end — set SLAs, triage tickets, and resolve technical issues (workflow debugging, API/integration problems, agent behavior) yourself

- Build and deploy an AI support agent to drive ticket deflection, and maintain a knowledge base written for AI agents first

- Design and implement onboarding automation, health scoring, and proactive at-risk account rescues to drive retention and expansion

- Write the CS playbook from scratch — SOPs, escalation criteria, reporting — and close the product feedback loop with engineering

- Use Claude Code / Codex and API/webhook integrations to build internal tooling that scales support without adding headcount

Key Requirements

- 4–5 years in a technical, customer-facing role (support engineering, solutions engineering, or CS Ops) — ideally at an early-stage B2B SaaS startup

- Can write scripts, hit APIs, and debug integrations independently — no engineering hand-holding needed

- Has owned a support function solo: set SLAs, reduced queue volume through tooling and documentation, not just ticket-answering

- Demonstrated ability to build with AI tools (Claude Code, Codex, LLMs/AI agents) — this is a hard requirement, not a nice-to-have

- Based in San Francisco and able to work in-office 4 days/week (Wednesday WFH)