Customer Support Engineer

Azumuta is growing fast and we’re hiring our first Customer Support Engineer to help build and scale our support services.

This is a technically challenging role, not your typical first-line support. You’ll troubleshoot SaaS-related issues, collaborate closely with Product and Engineering, and help shape how support is structured long term.

As the first hire in this role, you’ll have the autonomy and freedom to build, improving workflows, documentation and scalable support processes within the Professional Services team.

🚀 What You’ll Be Doing:

Customer Support & Troubleshooting (±60%)

• Handle incoming support tickets via Zendesk

• Troubleshoot technical issues in a SaaS environment (e.g. API-related issues, configuration problems, unexpected product behavior)

• Take ownership of customer issues and know when to escalate to Product or Engineering

• Support your Professional Services peers during deployments and go-lives (e.g. configuration support)

Documentation & Self-Service (±20%)

• Build and maintain a structured knowledge base (WordPress, integrated with Zendesk)

• Create clear, reusable documentation for customers and internal teams

• Identify recurring issues and proactively document solutions
  

Training & Enablement (±10%)

• Help create training materials (videos, screen recordings, guides)

• Support the expansion of self-service and community-driven support

• Contribute to initiatives around AI-based support (e.g. testing AI chatbots)
  

Support Operations (±10%)

• Help define and improve support processes and frameworks

• Think along about how to scale support as Azumuta grows