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Rillet

Customer Support Engineer

New York City (Remote)fulltimemidAdded yesterday

About this role

Join Rillet as a Customer Support Engineer to blend front-line customer problem-solving with technical engineering work. You'll resolve support tickets while building AI-assisted workflows, internal tools, and knowledge systems that scale the support function beyond headcount.

What you'll do

  • Resolve inbound support tickets across multiple channels with clear communication and consistent tone
  • Triage and escalate issues to Engineering and Customer Success with full context
  • Build AI-assisted workflows to automate ticket categorization, routing, and response generation
  • Develop internal tools and integrations connecting support systems, product, and data infrastructure
  • Maintain and expand knowledge base documentation to serve both humans and AI agents
  • Partner with Product and Engineering to surface customer patterns and drive improvements

What they're looking for

  • Customer support or technical support experience
  • Problem-solving and rapid triage ability
  • AI workflow design and automation
  • Internal tool development and integration building
  • Technical communication and documentation
  • Data organization and taxonomy design
  • SQL or scripting capability
  • Cross-functional collaboration

Benefits

  • Remote-friendly with flexible in-office requirements (Tuesdays and Thursdays plus one flexible day)
  • Opportunity to impact financial operations of high-growth companies
  • Hybrid role combining customer interaction with engineering challenges
  • Work with cutting-edge AI-native ERP product
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Rillet

Rillet builds an AI-native ERP platform designed to enhance operations for finance and accounting teams. The company is hiring Applied AI Engineers, Software Engineers, Design Engineers, and infrastructure specialists to develop innovative features, improve platform scalability, and enhance user experience.

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Likely interview questions

  • Describe a time you identified a repeated customer issue and built a scalable solution rather than just handling tickets individually.
  • How would you approach triaging a bug report to determine whether it needs immediate escalation or can be resolved through documentation?
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