Back
Support Engineer
Full-time
Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 including Comcast, Estée Lauder, and Walmart, and innovators like Ramp, MongoDB, and Figma. It is where marketing teams do the work: research, briefs, content, campaigns, reporting, all in one place, alongside agents that carry the load with them.
Built on 2B+ real user prompts and growing, Profound’s data shows you what people ask AI and what the models say back. Profound's AI Marketer joins that data with deep context about our customers to find the opportunities worth acting on, and then puts agents to work: automating reporting, drafting content, auditing pages for readability, running competitive research. It measures what works and gets better every day.
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.
Note: All official communication from Profound will come from a
@tryprofound.com
email address. If you're contacted by anyone using a different domain, please disregard and report it as spam.
Apply for this position
Apply on our careers page
Application details
Name *
Email *
Phone Number *
LinkedIn URL *
Resume *
or drag and drop here
Which of our primary locations are you interested in? *
New York, NY San Francisco, CA London, UK Buenos Aires, Argentina Singapore
Are you legally authorized to work in the primary location you selected above? *
Will you now or in the future require visa sponsorship to work in the primary location you selected above? *
Please specify the visa (optional)
H-1B (new) H-1B (transfer) OPT/STEM OPT TN E-3 O-1A L-1A / L-1B EB-1 / EB-2 / EB-3
Why do you want to work at Profound? *
