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Sr. Technical Support Engineer
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Job Description
- Req#: 32484930015
- Support our customers directly and help resolve technical issues quickly and effectively
- Procure, implement, and administer best-in-class tools to support customer experience and allow for visibility internally
- Create self-serve resources like docs, help articles, and FAQs, including making videos and walkthroughs to help onboard and empower customers
- Collaborate cross-functionally with product, engineering, and customer success to identify business opportunities, and to develop the customer experience strategy
- Identify system and customer health technical issues, then create and execute remediation plans proactively
- Help shape what excellent support looks like at a fast-moving AI startup
- 4-8 years of experience in a technical support, solutions engineering, or customer-facing engineering role, ideally at a high-growth SaaS company
- Experience building a support function from 0-1
- Strong troubleshooting skills and technical curiosity - you love diving into complex systems and getting to the root of an issue
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely
- Experience creating clear, user-friendly documentation, walkthroughs, and/or support resources
- Comfortable working cross-functionally and managing competing priorities in a fast-paced environment
- Familiarity with customer support tools (Pylon, SammyLabs) and ticketing reporting
- A proactive mindset - you don't just solve problems, you anticipate and prevent them
- Experience supporting AI, automation, or B2B SaaS products is a strong plus
About 11x
At 11x, we're building autonomous digital workers that handle routine work end-to-end, freeing humans to focus on what they do best-creating, innovating, and building meaningful relationships.
We're one of the world's fastest growing AI companies. We've achieved a 20x increase in ARR and raised $75M+ from leading investors including a16z and Benchmark. Our team works in-person in our San Francisco office.
About the Role
At 11x, we're looking for a motivated and versatile Support Engineer to help build and scale our customer experience from the ground up. In this role, you'll support users directly, troubleshoot technical issues, and create high-quality resources-from documentation to videos-that empower customers to succeed. As a senior individual contributor, you'll work cross-functionally to improve internal tools, drive proactive issue resolution, and shape our support strategy. This is a unique opportunity to blend technical skill with creativity and play a critical role in how customers experience our product.
ResponsibilitiesAbout the company
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