Support Engineer

About Close

Since 2013, Close has been building a CRM that focuses on enabling sales teams to sell more, faster, by eliminating manual data entry and prioritizing communication. As a bootstrapped and profitable company, Close operates independently, answering directly to its customers. The team comprises approximately 100 individuals, all working 100% remotely, dedicated to ensuring that no small, scaling business struggles due to sales challenges.

About The Role

Close is actively seeking a Support Engineer to join its growing team. As Close expands, customer needs are evolving, with more users building on the API, performing complex data migrations, integrating multiple tools, and expecting rapid, highly technical assistance. The Support Engineering Team at Close acts as the critical link between these intricate customer problems and their technical solutions. In this role, you will directly assist customers while simultaneously developing scripts, tools, and automation to enhance the efficiency of both the Close team and its customers. This work generates compounding impact: every script written, migration tool built, and piece of internal tooling created streamlines subsequent customer interactions and simplifies future problem-solving.

As a Support Engineer, you will embody a unique blend of support expertise, automation building, and customer advocacy.

You are

• Experienced with Python: You possess at least one year of experience using Python to solve real-world problems, including building scripts, automating workflows, or interacting with APIs. You are adept at debugging, explaining your code, and comfortable navigating unfamiliar systems.
• Customer-focused: You have a proven background in customer-facing roles (such as sales or support) and are genuinely committed to helping individuals succeed. You can clearly articulate technical concepts and guide customers with confidence and a friendly demeanor.
• An automation enthusiast: You inherently seek out repetitive tasks and instinctively think, "I can build something to fix this." You experiment with AI tools to optimize workflows, understanding when manual debugging is essential. You are AI-native, thoughtfully using tools like Claude, ChatGPT, or Copilot to augment your work rather than replace critical thinking.
• A strong communicator: Your written communication is exceptionally clear and well-structured. You can effectively document your work, produce bug reports that are valued by engineering, and collaborate efficiently in an async-first environment.
• Comfortable with autonomy: You take full ownership of problems, act with urgency, and thrive without constant oversight. You prioritize pragmatic solutions over theoretical discussions and possess a strong bias toward action.
• A strong written communicator in English.
• Located in US time zones (ET, CT, MT, or PT).
• Comfortable working 100% remote in a fully distributed team.

You will

• Solve technical problems daily: Handle support tickets during US business hours, specifically focusing on API questions, data migrations, integrations, and complex technical issues. You will protect engineering time by resolving problems that would otherwise escalate.
• Build tools that compound: Write Python scripts for essential tasks such as imports, data cleanup, deduplication, and reporting. Create internal tooling to significantly boost support efficiency and develop external utilities that customers can reuse. Your contributions will eliminate many hours of manual support work each week!
• Enable Customer Success: Provide expert assistance to customers with API usage, data migrations, and data transformations. Support the Sales and Success teams by offering technical troubleshooting for large customer accounts. Your efforts directly contribute to customer retention and growth.
• Improve our API ecosystem: Generate clear, reproducible bug reports for the engineering team. Contribute to documentation and API examples, drawing from real-world usage patterns and frontline insights to make Close's API even better.
• Experiment and automate: Actively test new AI tools, workflows, and automation methodologies. Utilize AI thoughtfully to accelerate problem-solving while consistently upholding the high quality and depth that customers expect.

Bonus Points for

• JavaScript/TypeScript experience
• Experience with web scraping (requests, scrapy, BeautifulSoup)
• Familiarity with CRMs or sales tools
• Experience at API-first companies like Stripe, Twilio, Zapier, or similar
• Public code samples or GitHub contributions
• Experience writing technical documentation
• Familiarity with fraud tools like Sift, Stripe, or Twilio

Benefits

• Competitive compensation including an organization-wide goal-based bonus
• Paid Time Off: 5 Weeks PTO upon joining + Winter Holiday Break. Each year with the company, you’ll receive 2 extra PTO days.
• Paid Parental Leave for primary and secondary caregivers
• Sabbatical: After 5 years with the team, you’re eligible for a 1 month paid sabbatical
• Healthcare (US residents): Medical, Dental, Vision with HSA option (US residents), Dependent care FSA (US residents)
• 401k (US residents): We match 6% contributions with immediate vesting

Our Values

• Build a house you want to live in: Examine long-term thinking and action
• No BS: Practice transparency and honesty, especially when it’s hard
• Invest in each other: Build successful relationships with your coworkers and customers
• Discipline equals freedom: Keep your word to yourself and others
• Strive for greatness: Constantly challenge yourself and others

Our Hiring Process

As part of our application process, we include a few role-specific questions. These questions are designed to help us understand you better from the outset, so please answer each one thoughtfully. We view this as a valuable opportunity to learn about you beyond your resume.

While we appreciate the opportunities unlocked by generative AI, we kindly request that you avoid relying exclusively on AI tools when completing your application, unless explicitly instructed. Every application is carefully reviewed by humans, and submissions that are obviously solely AI-generated will be disregarded.

Regardless of the outcome, you will receive an update from our team regarding the status of your candidacy. If you advance to the interview process, we will provide a comprehensive outline of the role-specific interview stages during your first contact with us. We are committed to making our hiring process clear and human.

Key skills/competency

• Python
• API Integration
• Customer Support
• Technical Troubleshooting
• Automation
• Data Migration
• Scripting
• CRM
• Communication
• Problem Solving