Founding Technical Support Engineer, Firsthand
$100-150k
Offers equity
3 days a week in office
AI-powered brand agents built for marketers and publishers
Job no longer available
AI-powered brand agents built for marketers and publishers
21-100 employees
Job no longer available
$100-150k
Offers equity
3 days a week in office
21-100 employees
Company mission
To leverage the power of AI to drive first hand connections between publishers, brands, and consumers.
Role
Who you are
- We’re looking for someone who is both hands-on and strategic, who is ready to roll up their sleeves today and build a world-class support team tomorrow
- 4+ years of professional experience as a Technical Support Engineer or in a similar client-facing technical role
- Bachelor’s or Master’s degree in Computer Science or a related technical field
- Strong reasoning and troubleshooting abilities, able to understand and dissect complex systems and customer issues
- Excellent written and verbal communication skills, adept at creating clear, concise documentation and client communications
- Genuine interest in AI/LLM technologies and their applications in real-world products
- Marketing and advertising industry work experience is a big plus
- A builder’s mindset — excited to help shape an early-stage product and culture
- Comfortable navigating ambiguity in a fast-paced, dynamic startup environment
- Collaborative and proactive — eager to work cross-functionally and drive outcomes for our customers
What the job involves
- We’re hiring our first Technical Support Engineer (TSE) to directly support our clients and help shape the future of our product
- As the founding member of the TSE function, you’ll play a critical role in defining how we engage with customers, triage technical issues, and drive product improvements
- Become a subject matter expert in the Firsthand Brand Agent Platform
- Provide first-line technical support, triage client issues, and ensure timely resolution
- Collaborate closely with product and engineering teams to deliver feedback and influence the product roadmap, with an eye toward usability, stability, and maintainability
- Analyze product and usage data to identify trends, surface insights, and proactively improve the customer experience
- Leverage AI tools in your day-to-day workflow and champion the adoption of AI across the team
- Help recruit, onboard, and mentor additional TSE team members as we grow
Our take
Until recently, brands and publishers lacked a practical means to interact in real-time, 1-1 conversations and provide content with customers both on and off their digital platforms. Firsthand is a specialized AI agent platform designed to cater to the needs of publishers and brands.
The platform offers a solution that enables publishers and brands to manage, safeguard, and utilize their data and content in direct conversational campaigns driven by tailored AI agents. This capability extends to various online channels where consumers actively seek information.
Now, with significant funding behind it, Firsthand is scaling its AI-powered brand agent after a successful pilot with select brands and publishers. Because of this, its emerging as a key player in AI-driven consumer interactions and building the infrastructure for the next wave of intelligent brand engagement.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Mar 2025
$26m
SERIES A
Total funding: $26m
Company benefits
- Flexible work model: We embrace the flexibility of hybrid work, combining the energy of in-person collaboration in New York City with the freedom of working remotely
- Benefits that meet your needs: We offer unlimited PTO, 401(k) from day 1, zero-cost medical plans, and paid parental leave, with benefits that are constantly evolving as our company grows
Company HQ
Midtown South, New York, NY
Leadership
Jonathan Heller
(Co-Founder, Co-CEO & Chairman)Previously Co-founder and CEO of Multitude.ai and FreeWheel. Also worked as Chief Product Officer for Comcast Advanced Advertising.
Michael Rubenstein
(Co-Founder, Co-CEO & Board Director)Also currently a Board Member of Vistar Media. Prior work includes Co-founding OpenStore and Founding and working as General Manager, DoubleClick Ad Exchange (AdX) Google.
Wei Wei
(Co-Founder & CTO)Previously the Co-founder and CTO for Flux, prior to that worked as VP of Engineering at FreeWheel.
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