Founding CS Engineer

About this role

Lightfield, an AI-native CRM backed by top-tier VCs, is seeking a founding CS Engineer to build their post-sales function from the ground up. You'll own customer support end-to-end while architecting AI-powered systems—health scoring, automated onboarding, and intelligent agents—that scale support without adding headcount, positioning this role as foundational to the company's growth.

What you'll do

• Manage inbound support queue across Slack and email, setting SLAs and resolving technical tickets
• Build and optimize an AI support agent to deflect common questions and keep the knowledge base current
• Design health scoring models and automated onboarding workflows to drive activation and retention
• Create internal tooling for customer self-service gaps and document recurring issues as knowledge base content
• Develop support playbooks, escalation processes, and reporting dashboards for leadership visibility
• Identify product feedback and expansion opportunities from direct customer interactions

What they're looking for

• Customer support and ticket triage
• AI/LLM-powered automation and agents
• Product documentation and knowledge base management
• Health scoring and retention analytics
• Workflow automation and integration debugging
• Technical troubleshooting and problem-solving
• Cross-functional collaboration with engineering and product