Customer Engineer

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Open (YC W24)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2025

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Open is a YC-backed company that provides an AI-driven customer support platform which automates and unifies support across channels (voice, chat, email, WhatsApp, Slack, social) for enterprise customers. Its single AI engine powers agents that handle conversations, execute workflows by calling APIs, ingest and keep knowledge fresh from documents and resolved tickets, and integrates with existing helpdesks like Zendesk, Salesforce, Intercom, HubSpot and Freshdesk. Open emphasizes security and compliance (SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready), offers a $2M satisfaction guarantee for the first 120 days, and positions itself as a B2B SaaS solution for mission-critical customer support.

📋 Description

• Primary Technical Point of Contact: Respond fast to customer queries, join video calls, and own resolution end-to-end. • Lead Technical Onboarding: Guide enterprise customers through setup, configuration, and integration with tools like Zendesk, Intercom, HubSpot, and others. • Debug & Troubleshoot: Diagnose and resolve complex issues in live customer environments. • Ship Code: Implement fixes, integration enhancements, and small features directly in the Node.js / TypeScript codebase. • Collaborate with Product Engineering: Share customer context, escalate systemic problems, and help prioritise what the team builds next. • Develop Platform Expertise: Build deep knowledge of our AI agents and prompt engineering so you can effectively advise customers on optimising their support operations. • Document & Scale Knowledge: Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources.

🎯 Requirements

• 2-3+ years of experience Strong software engineering experience with Node.js and TypeScript you will be writing and shipping production code. • Hands-on experience with AI agents and prompt engineering (Open.cx is AI-native; this is core to the role). • Previous customer-facing technical work: onboarding, debugging integrations, or similar in a SaaS environment. • Good understanding of (or fast ability to learn) helpdesk APIs: Zendesk, Intercom, HubSpot, etc. • Excellent English communication clear writing and confident speaking on video calls with enterprise stakeholders. • Ability to operate effectively in a fast-moving startup: speed, customer impact, and getting things done. • Able to be working with customers across US, EU, MENA and GCC time zones.

🏖️ Benefits

• YC-backed with real traction we are in-market, growing, and trusted by enterprise names you know. • Outsized career trajectory early team members grow into leadership as we scale globally. • Real ownership your work will be seen, felt, and talked about company-wide. • High-trust team no politics, no bureaucracy; we move fast and support each other. • Competitive compensation top-of-market salary plus equity and full benefits.