Customer Support Engineering Lead

Responsibilities

• Own and automate the post-onboarding support experience for production customers
• Use coding agents and AI tools to increase support leverage and reduce repetitive work
• Identify recurring friction points and provide product feedback to Engineering and Product teams
• Manage day-to-day support via Pylon and triage technical issues into Linear
• Build and refine low-code or no-code AI workflows for request classification and routing
• Partner with cross-functional teams to improve the handoff from onboarding to support
• Help define best practices, playbooks, and scale the support function through hiring and leadership

Requirements

• Experience in technical support, solutions, implementation, or customer engineering
• Strong customer communication skills and technical instincts
• Proficiency with technical systems, support platforms, and ticketing workflows
• Experience using AI tools, LLM workflows, or coding agents for automation
• Systems-oriented mindset with a bias toward automation
• Ability to manage multiple issues and work cross-functionally in fast-paced environments
• Leadership skills to define processes and support team growth

Preferred Qualifications

• Experience with Pylon, Linear, or similar workflow tools
• Experience in an early-stage startup building a function from scratch
• Background in support engineering, forward deployed work, or technical account management with AI fluency

About the Company

Gradial helps marketers and creatives move from idea to execution faster. Our platform turns intent into action, automating website updates, design system migrations, and ongoing content optimization while preserving brand integrity across every touchpoint.