Support Engineer

About Letter AILetter AI is the world’s first revenue enablement platform powered natively by AI. We’re reimagining the end-to-end revenue journey by turning real customer conversations and account data into actionable insights, personalized coaching, meeting prep, and next steps. Revenue teams aren’t asking for more content or tools. They’re asking for better outcomes. Letter does just that, empowering them to learn faster, sell smarter, and win more.We recently raised a $40M Series B and are already helping leading companies like Adobe, Lenovo, and Figma transform how their teams work. We 10xed our revenue last year and are looking for the best of the best in Chicago to help us build on that momentum.The RoleWe are looking for a Support Engineer to join our team and be the technical front line for our customers. You will own customer-reported issues end to end — diagnosing problems, working directly with our engineering team to resolve them, and helping shape a product that gets better with every ticket. This is a hands-on, high-impact role at an early-stage company, where the support function itself is still being built and you'll have real influence over how it works.Your key responsibilities will include:Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIsReproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defectsPartner closely with engineering to escalate, track, and resolve technical issues, providing clear reproduction steps and contextMonitor support channels and ensure timely, high-quality responses that meet our SLAsBuild and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issuesIdentify patterns across customer issues and proactively flag product improvements to engineering and product teamsSupport customer onboarding and technical enablement as neededUse logs, dashboards, and SQL to investigate the data and system behavior behind reported issuesQualifications for the role include:2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS companyStrong troubleshooting and debugging skills, with comfort reading code (Python, JavaScript/TypeScript) even if you're not writing production features day to dayFamiliarity with APIs, web applications, and basic database/SQL conceptsExcellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineersHighly organized, with strong ownership of customer issues from first report through resolutionPast experience or strong interest in generative AIHighly collaborative mindset with strong problem-solving skillsHow We OperateAt Letter AI, we want you to be unapologetically you while operating with our core principles in mind:Customer-obsessed: Make your customers unreasonably happy and everything else will fall into placeAmbitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritizationDirect yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleaguesDriven yet humble: Push for excellence and deliver fast, but keep your humilityWhat's In It For You?Compensation: $80k–$110k base salary, depending on experience, expertise, and expected impact, plus variable compensationOwnership: Every full-time teammate receives Letter stock options, so you can share in the value you help createBenefits that have you covered: Comprehensive medical, dental, and vision coverage, plus a 401(k) with company matchBenefits for the everyday: Company-supported commuter, connectivity, and wellness benefits, plus daily lunch in our Chicago and San Francisco officesTeam events: Happy hours, dinners, events, and offsites with a team that genuinely enjoys spending time togetherBuild with us: Join a fast-growing startup where you’ll have meaningful ownership and impact, working closely with top-notch teammates to help build and scale Letter