Profound
Support Engineer
About this role
Join Profound's founding Support Engineering team to own customer ticket triage, debugging, and escalation for an AI marketing platform used by Fortune 500 companies. You'll reproduce bugs, write runbooks, develop expertise across integrations (AWS, Vercel, Cloudflare, CMSs), and help define best-in-class support in the AI search category while working closely with Engineering, Product, and Customer Success.
What you'll do
- Triage, investigate, and resolve customer issues across ticketing and Slack support channels while meeting SLA targets
- Reproduce bugs, analyze logs, and write queries to identify root causes before escalating to Engineering with detailed repro steps
- Write and maintain internal runbooks and public knowledge base articles to deflect recurring tickets
- Develop hands-on expertise in Profound integrations (Cloudflare, Vercel, AWS, WordPress, Sanity, Contentful) and the AI search ecosystem
- Participate in on-call rotations and follow-the-sun coverage model across regions
- Surface recurring defects and customer pain points to Product and Engineering to accelerate fixes
What they're looking for
- Technical troubleshooting and log analysis
- API debugging and web technologies (DNS, HTTP, JavaScript)
- Writing clear technical documentation and knowledge base articles
- Customer communication and empathy under pressure
- Basic query writing and database familiarity
- Hands-on experience with AWS, Cloudflare, Vercel, or similar platforms
- Self-directed learning in new technologies and integrations
- Incident communication and status page updates
Benefits
- Competitive base salary with equity as part of total compensation
- On-the-job mentorship from Engineering, Product, and Customer Success teams
- Opportunity to shape support processes and tooling from the ground up
- Exposure to Fortune 500 customers and complex technical environments
- Career growth in the emerging AI search and marketing technology space
- Full benefits and perks package (details shared during hiring)
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Profound
Profound builds an AI-native marketing platform used by Fortune 500 companies that automates lead qualification, scoring, and routing while capturing prospect intent signals. The company is hiring Infrastructure Engineers, Data Engineers, Design Engineers, GTM Engineers, and Talent Engineers to scale its cloud systems, data pipelines, user experiences, and internal recruiting automation.
View all jobs at ProfoundLikely interview questions
- Tell us about a time you debugged a technical problem with limited information—how did you approach finding the root cause?
- How would you explain a complex technical issue (like DNS or API rate limiting) to a non-technical customer?