Founding Support Engineer, Lightfield
$175-195k
+ Equity
AI-native natural language CRM
Job no longer available
AI-native natural language CRM
21-100 employees
Job no longer available
$175-195k
+ Equity
21-100 employees
Company mission
To help founders build better businesses.
Role
Who you are
- This role is hands-on. You live in the queue and build the systems that make it smaller. The best person for it wants both
- A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consulting
- You've carried real ticket volume yourself and can point to the hardest issues you resolved and how
- You write scripts, hit APIs, and debug integrations without waiting on engineering, and can walk through something you built that way
- You've turned a recurring problem into automation or tooling that made the work lighter, and can show what changed
- You've gone deep in a customer's environment to solve something complex, and can take us through it
- You hold your own on a call with a technical founder, and you pick up new tools fast
- Bonus: you've built on LLMs and AI agents, or owned support solo before
What the job involves
- We've shipped a product founders love. Nearly 5,000 companies have signed up since our November launch. And our customers build inside Lightfield: writing skills, designing automations, wiring our workflows into how they operate. That changes what support has to be
- Every support team in software wants the same thing: keep customers working as they scale, without adding a body for every cohort. Most can't get there. They bolt AI onto tools built for manual work, and the seams show
- Lightfield starts from the other end. The product is the AI engine, the same one our customers use to run their own go-to-market. So we can build what almost no one can: a support function that's AI-native from the ground up, running on the product itself
- We're hiring our first Support Engineer to build it
- In the near term, you own everything technical that keeps customers working. You're in the queue every day resolving real issues, and you go deep in a customer's instance when something is genuinely complex
- You partner with the CSM, who owns the relationship and the account, while you own resolution and the systems behind it:
- Health scoring that flags risk before a renewal slips
- Onboarding that runs itself
- A front-line agent that handles the first wave of questions
- A knowledge base as the single source of truth, written for AI agents first
- Every issue you resolve teaches the system, so the next one is easier. You scale through systems, not headcount
- Support is also the front edge of the customer experience. Done well, it's why customers stay and expand, which puts this role closer to revenue than a typical support seat
- The bigger prize is the function itself. You define what AI-native support looks like in production. Get it right and it becomes the model Lightfield scales on
- This is a founding individual-contributor role. You own the work yourself today, with a clear path to leading the function and its team as it grows
- You report to the Head of Customer Success and work with engineering, product, and customers every day
- Own the inbound queue across Slack and email, including response time and resolution quality
- Set and hold SLAs, triage, and define escalation criteria
- Resolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setup
- Go deep in a customer's instance when an issue is genuinely complex
- Turn recurring tickets into documentation
- Stand up the AI support agent and drive deflection up
- Keep the knowledge base ahead of the product, so the agent answers without you
- Build internal tooling for what customers can't self-serve yet. Engineering absorbs it over time, so you build what's needed now
- Build the health score model around a north-star metric that predicts retention and expansion
- Deploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequences
- Run proactive rescues on at-risk accounts, alongside the CSM
- Surface expansion signals. With consumption pricing, this is a revenue function
- Write the support playbook: SOPs, triggers, rules of engagement
- Build the reporting leadership reads: retention, engagement, risk, expansion
- Own the product feedback loop. You see what's breaking first, and engineering needs it from you
Our take
A major pitfall of CRM systems is the amount of admin required to maintain them. Follow up drafting, note logging and field updating mean that customers are always playing catch up to maintain the very system built to keep them on top of their customer relationships. Lightfield was designed to do this work itself, utilising AI-native automation to build a picture of your customer base.
Lightfield’s AI agents can contextualise customer interactions and use this to develop unique sales pipelines and meeting preparation, meaning that its users do less admin and close more deals. Tools on the Lightfield platform include a pipeline generation tool for time-strapped start-ups, a sales assistant for meeting memos and log updating and data capture for self-updating CRMs. All this speaks to a product that speaks to a culture of bogged-down, high-growth companies lacking the time to manage their growing client base.
Spun out from the co-founders' previous pitch-presentation company Tome, Lightfield released a migration tool in 2026, further incentivising businesses to take up its platform. With plenty of experience from its founding team, Lightfield is itself on the right track for high growth.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Feb 2023
$43m
SERIES B
Mar 2022
$32.3m
LATE VC
Total funding: $107.6m
Company benefits
- Meaningful early equity
- Health insurance (medical, dental, vision)
- 3 weeks of PTO
- 11 paid company holidays + we enjoy a winter holiday break
- 3 months of paid family leave
- Wednesdays work from home
- Regular team dinners, events, offsites, and retreats
- 401k plan
- Other perks include: commuter and lunch stipend
Company HQ
SoMa, San Francisco, CA
Leadership
Henri Liriani
(Co-Founder)Previously served as Head of Product (Messenger Human Interfaces) for Facebook. Co-founded Craaave.
Keith Peiris
(Co-Founder & CEO)Previously acted as Head of Product for Citizen, as Messaging & Camera AR Product Lead for Instagram, and as Manager of Product Management for Facebook.
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