Founding CS Engineer

About the Company

Lightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. Backed by Greylock, Lightspeed, and Coatue, our team includes former members of Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce.

Responsibilities

• Own support end-to-end, managing the inbound queue across Slack and email
• Set and hold SLAs, triage issues, and define escalation criteria
• Resolve technical tickets including workflow debugging, integration issues, and custom object setup
• Build AI-native scaling systems, including AI support agents and automated onboarding
• Develop health scoring models to predict retention and expansion
• Drive customer activation and retention through proactive rescues and automated sequences
• Document processes and build the Support and CS playbook
• Own the product feedback loop to inform engineering and product teams

Requirements

• Technical, customer-facing background in support engineering, solutions engineering, CS Ops, or technical consulting
• Ability to handle real ticket volume and perform deep-dive debugging
• Technical depth with ability to write scripts, use APIs, and debug integrations
• Comfortable communicating with technical founders and picking up new tools quickly

Preferred Qualifications

• Experience building with LLMs and AI agents
• Experience owning a support function solo