Support Engineer

Описание вакансии

About Default

Default is building the unified app and data layer for revenue teams, starting by vertically integrating the historically-fragmented revenue stack with a set of AI-native apps like agentic workflows, landing pages, scheduling, and much more.

Today, Default is used by thousands of users at hundreds of fast-growing companies like Perplexity, Replit, Justworks, Hex, Rogo, Bland, and many more. We are backed by firms like Craft Ventures, 8VC, Alt Capital, and BoxGroup as well as the angel investors who led product & revenue teams at companies like Notion, Airtable, Ramp, Figma, and many more.

Default is a compound startup. If you’re not familiar with this terminology, compound startups are big, ambitious bets on opportunities that span multiple point-solutions and business processes. Compound startups aim to solve the entire problem as opposed to just one piece of it. This is obviously a much harder kind of company to build, but if you do it right you’ll see all kinds of advantages emerge across both product, distribution, and culture.

Being a multi-product vendor also means customers will always find new ways to use your product, unlocking new use cases and product expansion opportunities for you as you build. At Default, customers typically start by using us to automate their complex inbound lead workflows with our scheduling, routing, and workflow apps alongside third-party enrichment data they can purchase through Default, and AI agents they can configure natively.

Our team and business are growing fast; we just moved into our third office in a year in Flatiron, and have grown revenue 5X since the start of 2025. We have several years of runway, tens of millions in funding, and are grateful to serve hundreds of customers, from small startups to emerging enterprises.

About Our Team

We are deep believers in fostering a strong, unique culture of building. This is core to how the company was founded: our founders spent years building everything from robots and race cars to parking software and bitcoin mining rigs before dropping out of college to start Default. We believe everyone at Default should be a builder. In fact, our team is comprised of many of the key early employees who helped build companies like Gong, Stripe, Clearbit, Copy AI, and Sprig. Many of these same people are also ex-founders, professional DJs, photographers, ex-Olympic athletes, and musicians.

Building at Default doesn’t just mean building the company: it also means building yourself. We look for people who can excel in their role, but who also strive to reinvent themselves and who can grow to take on new challenges they’re well-suited to lead. We promote a lot internally, and try to always leave room for evolution and reinvention.

About The Role

We’re looking for a technically sharp, customer-focused Support Engineer to operate at the intersection of users, systems, and product. In this role, you’ll work directly with customers as a primary point of contact to diagnose complex issues, debug production behavior, and guide them toward successful implementations. You’ll collaborate closely with Engineering and Product to surface patterns, improve reliability, and influence the roadmap through real-world feedback.

The ideal candidate is comfortable navigating APIs, logs, and distributed systems, communicates well under pressure, and takes ownership of issues from initial report through resolution. This is a hands-on role for someone who enjoys deep troubleshooting, building internal tools and automations to scale support, and delivering a high-quality, developer-first support experience.

What You’ll Do

• Deliver high-quality technical support across email, Slack, and other platforms, resolving complex issues while ensuring a strong customer experience.
• Investigate, reproduce, and troubleshoot software bugs and usability issues across the stack: from helping users implement workflows to identifying and escalating platform issues to Engineering.
• Serve as a trusted technical partner in conversations with customers and developers.
• Collaborate with Product and Engineering to escalate critical issues and translate customer feedback into actionable roadmap insights.
• Create and maintain clear user-facing documentation and internal knowledge bases to enable customers and internal teams.
• Design and build internal tools and automations to improve support efficiency and scalability.

Qualifications

• Driven by high curiosity to understand how systems work and how they can be improved.
• Strong empathy for customers, with a willingness to meet them where they are, deeply understand their challenges, and take ownership of driving issues to resolution.
• Ability to clearly and confidently communicate complex technical concepts, tradeoffs, and design patterns to both technical and non-technical audiences.
• Experience with React, TypeScript, and JavaScript is a strong plus, particularly for debugging frontend issues, APIs, and improving the product experience.
• Understanding of databases, with the ability to read, write, and optimize SQL queries for debugging and analysis.
• Experience using code repository platforms such as GitHub, GitLab, or Bitbucket.
• Working knowledge of CRMs such as Salesforce, HubSpot, or Attio.
• Experience with LLMs and AI tooling, with an understanding of how they are applied in practice.
• NYC-based and working on-site is a plus; remote candidates within the U.S. are welcome, with occasional travel to NYC for collaboration.
• Prior experience in a similar role is preferred, but not required.

Benefits

• Competitive salary + equity: if Default wins big, you should too.
• Healthcare coverage: we cover 75% medical, 100% dental, 100% vision, and life insurance coverage.
• Flexible PTO.
• Monthly health & wellness stipend.
• Learning and development opportunities.

The standard salary range for this role is $50,000 - $150,000. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Salary is just one component of Default’s total compensation package for employees. Your total rewards package will include equity and top-notch benefits.

We are a diverse group, and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.