Customer Engineer

About Bland.ai

At Bland.ai, our goal is to empower enterprises to make AI-phone agents at scale. Based out of San Francisco, we're a quickly growing team striving to change the way customers interact with businesses. We are backed by some of Silicon Valley's finest; Including founders of Twilio, Affirm, ElevenLabs, and many more.

Role Description:

We are looking for a detail-oriented and customer-obsessed Customer Engineer to join our customer team. In this role, you will be the go-to person for addressing customer issues, troubleshooting technical problems, and ensuring our users-including developers-have a seamless experience with Bland. You'll work closely with internal teams to resolve challenges efficiently, advocate for the needs of both end-users and developers, and help foster a positive, informed developer community.

What You Will Do:

• Serve as the primary point of contact for customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).
• Diagnose and resolve technical issues related to our platform, escalating complex problems as needed.
• Collaborate with internal teams, including Customer Success, Engineering, and Solutions Engineering, to ensure timely issue resolution and incorporate developer feedback into product improvements.
• Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.
• Develop and update support resources-such as FAQs, troubleshooting guides, and knowledge base articles-alongside developer-focused documentation, sample code, and tutorials.
• Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.
• Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.
• Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported and empowered.

About You:

• 3+ years of experience in technical customer support or a similar role.
• Strong troubleshooting skills with a structured approach to solving technical problems.
• Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.
• Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.
• Proficiency in using support ticketing systems, such as Pylon, Intercom, or Zendesk.
• Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.
• Positive and empathetic approach to customer and developer interactions, ensuring a high level of satisfaction.
• You're eager, creative, and passionate about helping developers love the product-someone who could have started in sales or support and learned to code, bringing a unique blend of communication skills and technical curiosity.

Bonus If You:

• Have experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).
• Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).
• Have worked in a fast-paced SaaS environment, scaling support processes and adapting to growth.
• Have contributed to developer-focused documentation or technical training materials.
• Are skilled in analyzing support trends and using insights to enhance the customer experience, inform internal teams, and improve the developer journey.