Head of Customer Support Engineering

Firecrawl provides LLM-ready web data for developers. We're growing fast, and support requests across email/Discord/Twitter are piling up. We urgently need our first **Head of Customer Support Engineering** to build our support function from the ground up with an **AI-first, automation-heavy** approach. **This is an engineering role first.** Your primary qualification must be a strong technical background (**2-5 years minimum software development experience**). Experience in traditional support/success is secondary. We need an **AI-obsessed** engineer who loves solving user problems, automating workflows, and communicating clearly. **What You'll Do:** * **Build & Automate:** Design, implement, and manage AI-driven support workflows (using tools like Pylon) to handle volume efficiently. * **Provide Technical Support:** Directly resolve complex user issues (bugs, questions) related to our APIs, scrapers, and data pipelines. * **Develop Processes & Docs:** Create scalable triage systems and documentation for both users and AI agents. * **Be the Voice of the Customer:** Analyze support trends and provide feedback to the product team. **What Makes You a Great Fit:** * **Strong Engineering Foundation (Required):** 2-5+ years professional software development experience. Comfortable debugging production issues, understanding APIs, web tech. * **AI Obsession & Automation Drive:** You actively use and are excited by AI tools to improve efficiency. You think in terms of scalable, automated systems. * **Excellent Communicator:** Can explain technical concepts clearly and love helping users. * **Process Builder & Self-Starter:** Excited to build AI-augmented systems from scratch in an ambiguous environment. * **Hands-On & Low Ego:** Ready to tackle everything from strategy to individual tickets as the founding member (no initial direct reports). **Stand Out If You Have:** * Experience with AI support tools (esp. Pylon), LLM applications, or building support automation. * Familiarity with web scraping, data pipelines. **What You DON'T Need:** * An Ivy League college degree (or any specific university pedigree) * A degree at all (we care about skills and experience, not formal qualifications) * 10 years of prompt engineering experience (this is a new field, everyone is learning together)

Firecrawl is the easiest way to extract data from the web. Developers use us to reliably convert URLs into LLM-ready markdown or structured data with a single API call. We crossed 19k GitHub stars in just 6 months and have had paying customers since day one. Previously, we built Mendable, one of the first commercially available "chat with your data" applications. We sold to companies like MongoDB, Coinbase, Snapchat, and more. To do this, we spent a surprising amount of time building reliable infrastructure for getting clean data from the web. When we started to see our founding friends rebuilding the same thing, we thought we might be on to something.