Firecrawl provides LLM-ready web data for developers. We're growing fast, and support requests across email/Discord/Twitter are piling up. We urgently need our first Head of Customer Support Engineering to build our support function from the ground up with an AI-first, automation-heavy approach.
This is an engineering role first. Your primary qualification must be a strong technical background (2-5 years minimum software development experience). Experience in traditional support/success is secondary. We need an AI-obsessed engineer who loves solving user problems, automating workflows, and communicating clearly.
What You'll Do
Build & Automate: Design, implement, and manage AI-driven support workflows (using tools like Pylon) to handle volume efficiently.
Provide Technical Support: Directly resolve complex user issues (bugs, questions) related to our APIs, scrapers, and data pipelines.
Develop Processes & Docs: Create scalable triage systems and documentation for both users and AI agents.
Be the Voice of the Customer: Analyze support trends and provide feedback to the product team.
What Makes You a Great Fit
Strong Engineering Foundation (Required): 2-5+ years professional software development experience. Comfortable debugging production issues, understanding APIs, web tech.
Previous Founder or early employee: You need to have either started a company, or worked as a early employee at a < 15 person startup!
AI Obsession & Automation Drive: You actively use and are excited by AI tools to improve efficiency. You think in terms of scalable, automated systems.
Excellent Communicator: Can explain technical concepts clearly and love helping users.
Process Builder & Self-Starter: Excited to build AI-augmented systems from scratch in an ambiguous environment.
Hands-On & Low Ego: Ready to tackle everything from strategy to individual tickets as the founding member (no initial direct reports).
Stand Out If You Have
Experience with AI support tools (esp. Pylon), LLM applications, or building support automation.
Familiarity with web scraping, data pipelines.
What You DON'T Need
An Ivy League college degree (or any specific university pedigree)
A degree at all (we care about skills and experience, not formal qualifications)
10 years of prompt engineering experience (this is a new field, everyone is learning together)
Why Join Firecrawl?
Fast growing, cashflow positive startup with a product people love (just look us up on X.com)
Build a cutting-edge, AI-powered support function from zero.
Direct impact working closely with founders in a fast-paced environment.