Junior Product Support Engineer

About the Role:

We're looking for a Junior Product Support Engineer to be the first line of technical support for our customers and internal teams. You'll manage our shared support inbox in Front and help troubleshoot issues with our application, including our proctored exam workflows, which have their own edge cases and time-sensitive stakes.

This is a great fit for someone early in their career, fresh out of school with a degree in computer science, engineering, or math, who wants hands-on exposure to a real production product, direct customer interaction, and a real path toward software development. You'll handle triaging, diagnosing, and resolving support requests, and you're expected to use AI tools to do that faster and better, not just as a novelty. Beyond support, this role is meant to leave real room for engineering work: writing scripts, fixing bugs, building internal tools, and growing your development skills, with AI tools as a core part of how you work, not an afterthought.

What You'll Do:

• Own and triage the shared support inbox in Front. Respond to customer and internal requests, assign and tag conversations, and keep response times tight.
• Troubleshoot application issues reported by customers, reproducing problems and identifying root cause before escalating.
• Provide real-time support during proctored exam sessions, where issues are time-sensitive and require calm, clear communication under pressure.
• Document recurring issues, known fixes, and workarounds to build out an internal knowledge base and reduce repeat tickets.
• Escalate confirmed bugs to engineering with clear reproduction steps, logs, and context.
• Track patterns across tickets (common bugs, confusing UX, frequent requests) and flag them to the product team.
• Follow up with customers to confirm resolution and close the loop.
• Use AI tools day to day to speed up troubleshooting, draft responses, summarize tickets, and spot patterns across the inbox.
• Spend the rest of your time on the engineering team: fixing bugs, building internal tools, writing scripts, and taking on real development work, using AI tools to move faster and learn faster as you go. This is a genuine, ongoing part of the role, not just a someday perk.

What We're Looking For:

• A bachelor's degree in computer science, engineering, math, or a related technical field is preferred, but a coding bootcamp or equivalent demonstrated skill also works. Recent grads welcome, this is an entry-level role.
• Solid working knowledge of JavaScript/TypeScript, the language most of our codebase is written in. You don't need production experience, but you should be able to read, write, and debug code on your own, not just with an AI assistant driving.
• Strong written communication. You can explain a technical problem clearly and patiently to someone non-technical.
• Comfort with troubleshooting: reading error messages, isolating variables, forming and testing a hypothesis.
• Flexibility and adaptability. This role spans proctoring support, customer communication, meetings, and coding work, often in the same day, and priorities can shift quickly.
• A calm, methodical approach under pressure. Proctored exams are time-sensitive, and a clear head matters more than raw speed.
• Organized and detail-oriented. This role involves tracking many concurrent conversations without letting things slip.
• Curiosity and a genuine interest in moving toward software development, with real intent to spend spare time building.
• Familiarity and excitement about AI-based development, and genuine interest in using AI tools (coding assistants, agents, LLM-powered workflows) to solve problems faster, both in support and in engineering work.

Nice to Have

• Familiarity with Front, Zendesk, Intercom, or any shared-inbox / help-desk tool.
• Hands-on use of AI coding tools (Claude Code, Cursor, GitHub Copilot, ChatGPT, etc.) for real projects, not just casual use.
• Experience with a modern frontend framework (Next.js, React, Vue.js, Svelte) and Node.js.
• Modern CSS best practices (CSS Grid, Flexbox, CSS Variables, etc.).
• Experience with SQL, MongoDB, or basic scripting (Python, JavaScript) for digging into data or automating small tasks.
• Any prior customer-facing role (support, tutoring, retail, etc.). Shows you can handle people, not just code.

Why This Role

• Direct, daily exposure to how a real product actually gets used (and breaks) in the field.
• A real path from support into development, with dedicated room to build and grow your engineering skills, AI tools included as a core part of the workflow.
• Small team, high visibility. Your fixes and observations directly shape the product roadmap.