Customer Support Engineer

CUSTOMER SUPPORT ENGINEER

Location: Remote (India preferred) | Type: Full-time | Compensation: ₹7–12 LPA + benefits

WHAT THIS ROLE ACTUALLY IS

ComplyJet is a compliance automation platform. We help early-stage SaaS startups get SOC 2, HIPAA, and ISO 27001 compliant without hiring a full compliance team.

We've scaled to hundreds of customers. Until now, the founders have personally handled every support ticket, every Slack message, every onboarding call, every audit question. That's no longer possible.

We're not hiring someone to sit in a queue. We're hiring someone to own the entire post-sales experience, and raise the bar on how a world class startup supports customers at scale.

This is a founding role. You'll be the first dedicated support hire. That means you'll write the playbook, not follow someone else's.

WHAT YOU'LL OWN

Day-to-day support

• First-line response to all customer tickets (Intercom), Slack channels, and email
• Diagnose and resolve product questions, integration issues, and audit-prep blockers fast
• Escalate bugs and edge cases to engineering with clear reproduction steps

Customer onboarding

• Run structured onboarding sessions for new customers — platform setup, evidence collection, first framework mapping
• Follow and improve the onboarding playbook as we scale

Platform feedback loop

• Spot recurring issues before they become patterns
• Write clear bug reports, feature requests, and UX gaps — with customer evidence
• Test new releases before they ship; catch the things engineers miss

Documentation

• Own the help center — write, update, and expand it as the product evolves
• Reduce inbound ticket volume by making the docs genuinely good

WHAT WE'RE LOOKING FOR

Must-haves:

• 2+ years in a customer-facing technical role at a B2B SaaS company (support engineer, technical account manager, solutions engineer — we care about substance, not title).
• Experience at a developer-tools, DevOps, or security company — you're comfortable talking to engineering teams.
• Strong written English — you write fast, clearly, and without corporate padding.
• Can read API docs, understand webhook flows, and explain OAuth to a non-technical buyer.
• Extreme ownership mindset — you don't wait to be told, you notice what's broken and fix it.

Strong signals:

• You've worked at a company that was fanatical about support quality (think Postman, Chargebee, BrowserStack, Hasura).
• You've built or maintained a help center / knowledge base.
• You've worked async-first and thrived.
• You genuinely enjoy debugging — not just triaging.

Not required:

• Compliance or security background — we'll teach you the domain.
• Prior startup experience — but you need to want to build, not just operate.

YOUR FIRST 90 DAYS

Month 1: Become the product expert

• Get full access to the platform — complete every framework setup as if you're a real customer.
• Shadow founders on customer calls, Slack channels, and open tickets.
• Read every closed ticket from the last 6 months — pattern recognition is the job.

Month 2: Go independent

• Take ownership of all inbound support — tickets, Slack, email — with founders as fallback.
• Run your first solo onboarding sessions following the existing playbook.
• Flag every gap in the playbook as you go.

Month 3: Raise the bar

• Deliver a written review of the top 10 documentation gaps + proposed fixes.
• Join QA on all new releases — test before it ships.
• Begin tracking ticket categories to surface product insights quarterly.

By month 3, customers shouldn't be able to tell the difference between you and a founder on support.

ABOUT COMPLYJET

• 0 to 1 journey is done. Scaling for 100X growth over the next few years.
• Product-led — our customers love the platform, and support is part of why
• Founders are super hands-on. You'll have direct access to the people who built the product.
• We move fast, write clearly, and have high standards for work quality
• We've supported hundreds of customers across SOC 2, HIPAA, and ISO 27001 audits.

COMPENSATION AND BENEFITS

• Base: ₹7–12 LPA (based on experience)
• Health insurance: Covered
• Leave: Flexible — take what you need, own your output

HOW TO APPLY

Email with the subject line: Customer Support Engineer.

Your email should answer two questions:

1. One company whose customer support you genuinely admire — and one specific thing they do better than everyone else.

2. One tool or platform you've supported in a previous role that required technical depth (APIs, integrations, webhooks, SSO, etc.)

Applications without these answers won't be reviewed. This isn't a filter for effort — it's a filter for communication quality, which is the core job.

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We're a small team with high standards. We'll move fast if we're interested. If you don't hear back within 5 business days, we've moved in a different direction.