Cloaked

Cloaked

Support Engineer

New York, NY

Sponsorship not specifiedDetected 58 days ago
PythonDjangoSQLAgentic AICustomer SuccessIntercom

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odds of building a lasting career here

37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • Our Customer Success team helps customers every day.

Responsibilities

  • Build internal support tools. Build and maintain the tools our support team uses every day, including account lookups, refunds, account recovery flows, and more, so agents can resolve issues themselves instead of escalating.
  • Improve AI-powered support. Own and improve our Intercom integration across chat and AI support, expanding what AI agents can resolve and sharpening the handoff points where a person needs to step in.
  • Own technical escalations.
  • Handle sensitive cases. Manage escalations involving account security or privacy, including account recovery, identity verification, and data-removal requests, with the judgment and care those situations require.
  • Help build the function. Establish the first runbooks, escalation paths, and internal tooling standards as the function grows.
  • Build internal support tools.
  • Build and maintain the tools our support team uses every day, including account lookups, refunds, account recovery flows, and more, so agents can resolve issues themselves instead of escalating.

Requirements

  • You are a builder.
  • You are comfortable in code.
  • Deep experience with this stack is welcome, but the ability to learn, build, and ship matters more than any one language.
  • You work fluently with AI.
  • You can investigate.
  • You can read unfamiliar code to understand why a system behaved a certain way, write SQL to answer questions, and use logs and traces to find the root cause.
  • You have hands-on trust and safety or privacy experience.
  • You have worked with identity verification, fraud or abuse review, data deletion or subject access requests, account recovery, or account takeover, and understand the judgment these situations require.

Nice to have

  • Experience with Intercom or a similar customer-support and chatbot platform, including its integrations and AI features.
  • Experience with payments or subscription billing.
  • Experience with phone or messaging systems, such as one-time codes, number provisioning, or carrier compliance.
  • Familiarity with account security and recovery, including one-time codes, passwords, and passkeys.
  • YOUR FIRST 90 DAYS
  • Month 2: Ship your first improvements to the internal tools, and start fixing bugs in the codebase.

Company info

  • ABOUT THE ROLE Our Customer Success team helps customers every day.
  • WHAT WE'RE LOOKING FOR - You are a builder.
  • You can read unfamiliar code to understand why a system behaved a certain way, write SQL to answer questions, and use logs and traces to find the root cause. - You have good judgment with customers.
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This listing is sourced directly from Cloaked's careers page and normalized into a canonical job model.