Support Engineer

As a Support Engineer, you'll be on the front lines keeping Profound running for our customers, from the first ticket of the day to the last incident page. You'll join the initial cohort of our Support Engineering team, which means you won't just answer tickets: you'll help define what "best in class" support looks like in the AI search category, shape the runbooks and tooling the team scales on, and become one of the most technically fluent voices our customers hear. This is a role for someone early in their career who wants steep growth: you'll work directly with Engineering, Product, and Customer Success, and develop deep expertise in the AI search ecosystem while ensuring every Profound customer, from Scale to Enterprise, gets answers that are fast, technical, and correct.

What you'll do

• Own the front line of Profound's ticket queue: triage, investigate, and resolve customer issues across our ticketing system and Slack-based support channels

• Reproduce bugs, read logs, and write queries to get to root cause, and escalate code-level issues to Engineering with clean, well-documented repro steps

• Meet response and resolution SLAs and contribute to the team's core metrics: first response time, time to resolution, CSAT, backlog aging, and ticket deflection

• Participate in the team's coverage model, including on-call rotations and clean handoffs to teammates in other regions as part of our follow-the-sun operation

• Write and maintain internal runbooks and public knowledge base articles, turning recurring tickets into deflection content so the team scales faster than ticket volume

• Develop hands-on expertise in Profound's integrations surface area: Cloudflare, Vercel, AWS, CMSs like WordPress, Sanity, and Contentful, and the broader AI search ecosystem

• Surface recurring defects and customer pain to Product and Engineering, shortening the loop between what customers hit and what gets fixed

• Partner with Customer Success and Account Management to ensure smooth handoffs from onboarding to steady-state support across Scale, Mid-Market, and Enterprise customers

• Assist with customer communications during incidents, including status page updates and post-incident follow-ups

• Use and improve our AI-assisted triage tooling, helping build support out of code and automation, not just headcount

Who you are

• 0–2 years of experience in technical support, customer-facing, or engineering roles (internships, co-ops, and strong side projects count), with a technical foundation from a CS/engineering degree, bootcamp, or equivalent self-taught background

• Hands-on technical aptitude: comfortable — or hungry to get comfortable — reading logs, writing basic queries, working with APIs, and debugging web technologies like DNS, HTTP, and JavaScript

• Excellent written communicator who can explain technical issues clearly and empathetically to customers, and precisely to engineers

• High ownership and customer empathy — you treat every ticket as Profound's reputation on the line and don't hand off problems until they're solved

• Fast, curious learner who thrives in ambiguity and a high-iteration environment where the category itself is still being defined

• Willing to participate in on-call rotations as part of a 24/7 coverage model

• Interest or experience in AI, developer tools, infrastructure, or marketing technology is a strong plus

Location

This is an on-site role based in our NYC or London office, designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $129,600 - $146,400 (New York) and £82,300 - £93,000 (London). Profound's total compensation package is designed to be competitive and includes base salary, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.