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
Qualification
Hands-on technical aptitudeFastInterest or experience in AIFor this roleNote
Required
1-3 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
This is an on-site role based in our NYC or London office, designed for builders who thrive on speed, iteration, and meaningful impact.
For this role, the expected base salary range is $129,600 - $146,400 (New York) and £82,300 - £93,000 (London). Profound's total compensation package is designed to be competitive and includes base salary, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.
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.
