Gradial

Customer Support Engineering Lead

Seattle, WA

Sponsorship not specifiedDetected 8 days ago

LLMsAgentic AIAccount ManagementCustomer SupportLeadershipCommunicationProblem Solving

About the role

This role is ideal for a builder; someone who wants to scope and architect a new system for scale.
Identify recurring friction points across customer tickets and turn them into clear product feedback for Product and Engineering
Triage technical issues, identify root causes, and route more complex bugs or product gaps into Linear with the context Engineering needs to move quickly

You should see support as an opportunity to build leverage.
You'll help shape how Gradial uses AI agents, tooling, and process to deliver a faster, smarter support experience.
Over time, you'll also build the team and scale the function
Step into customer calls when written support is not enough, building trust while driving issues toward resolution
Learn Gradial's support patterns, workflows, and tooling deeply before improving and extending them through AI-powered automation
Build and refine low-code or no-code AI workflows that help classify, route, prioritize, and respond to incoming support requests
Partner with FDPMs and cross-functional teams to improve the handoff from onboarding to post-go-live support
Help define best practices, playbooks, and operating rhythms for a support function that will scale with the business
Help support future team growth by contributing to hiring, raising standards, and building strong leadership foundations for the function
High ownership and a willingness to step into ambiguous problems and drive them through resolution

Experience with Pylon, Linear, or similar support and engineering workflow tools
Final compensation will be determined based on factors such as experience, skills, and qualifications.

Experience using AI tools, LLM workflows, or coding agents to automate tasks, improve quality, or increase operational leverage

You'll partner closely with customers, Forward Deployed Product Managers, Product, and Engineering to improve how issues are triaged, resolved, and fed back into the product.
Gradial is hiring our first Customer Support Engineering Lead to own and automate the post-onboarding support experience for production customers.
Own day-to-day support for production customers, managing issues that come in through Pylon with urgency, clarity, and strong customer communication
Experience working directly with customers in a technical support, solutions, implementation, or customer engineering role

This listing is sourced directly from Gradial's careers page and normalized into a canonical job model.