Customer Engineer

Open 19d

Description

About Open
Open.cx is the AI-native customer support platform built for enterprises that cannot afford slow, expensive, or mediocre support. We automate over 80% of interactions for companies like MoneyGram, Mollie, TicketSwap, and More.com, handling voice, email, and web at massive scale with AI that thinks fast and feels human.

We are backed by Y Combinator, Pioneer Fund, and X by Unifonic. We recently raised $7M+ and are accelerating from a startup into a global scale-up. Our customers replace entire stacks of legacy tools, cut support costs by up to 12×, and deliver dramatically better experiences to their own customers.

We are a small, high-output team that ships fast, works directly with customers, and genuinely cares about the product we are building.

The role

We are hiring a Customer Engineer to serve as the direct technical bridge between our enterprise customers and the Open.cx product. This is a hands-on engineering role with heavy customer exposure — not pure support, and not pure internal development.

You will respond quickly to customer queries via Slack or video calls, lead onboarding and implementation, debug complex issues including third-party integrations, and ship fixes or enhancements directly in our Node.js + TypeScript codebase. Prompt engineering is a significant part of the role; you will help customers get the most out of our AI agents' capabilities every day.

What you'll do

Primary technical point of contact: Respond fast to customer queries, join video calls, and own resolution end-to-end.
Lead technical onboarding: Guide enterprise customers through setup, configuration, and integration with tools like Zendesk, Intercom, HubSpot, and others.
Debug & troubleshoot: Diagnose and resolve complex issues in live customer environments.
Ship code: Implement fixes, integration enhancements, and small features directly in the Node.js / TypeScript codebase.
Collaborate with product engineering: Share customer context, escalate systemic problems, and help prioritise what the team builds next.
Develop platform expertise: Build deep knowledge of our AI agents and prompt engineering so you can effectively advise customers on optimising their support operations.
Document & scale knowledge: Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources.

Requirements

What we're looking for

2-3+ years of experience. Strong software engineering experience with Node.js and TypeScript; you will be writing and shipping production code.
Hands-on experience with AI agents and prompt engineering (Open.cx is AI-native; this is core to the role).
Previous customer-facing technical work: onboarding, debugging integrations, or similar in a SaaS environment.
Good understanding of (or fast ability to learn) helpdesk APIs: Zendesk, Intercom, HubSpot, etc.
Excellent English communication: clear writing and confident speaking on video calls with enterprise stakeholders.
Ability to operate effectively in a fast-moving startup: speed, customer impact, and getting things done.
Able to work with customers across US, EU, MENA, and GCC time zones.

Benefits

What we offer

YC-backed with real traction; we are in-market, growing, and trusted by enterprise names you know.
Outsized career trajectory: early team members grow into leadership as we scale globally.
Real ownership: your work will be seen, felt, and talked about company-wide.
High-trust team: no politics, no bureaucracy; we move fast and support each other.
Competitive compensation: top-of-market salary plus equity and full benefits.

Show