Quick Pitch

We’re building a modern email sending platform, focused on stellar UX. Customers like Framer, Perplexity, Linear and more use us to send their email. Come help build the software they use.

Our Team

We’re a small team, currently 9. We are not interested in hype-chasing, we want to build something reliable and scalable that lasts. However, we still ship quickly and speak with new and existing users daily.

Our emphasis is on retention and usage, not growth at all costs. If you’re a fan of companies like Notion or Linear then you’ll appreciate our product development and engineering process.

We are remote, mostly based in the US, often async and dedicated to remaining that way.

The Role

Your role will be as a Forward Deployed Engineer. You will be the first hire who will be dedicated to customer success and building tooling to improve customer success. This role is unique in that you will be interacting with users through our support channel and Slack Connect channels, but you will also be contributing to admin tooling to speed up customer interactions. Ideally, you will also be able to contribute to the codebase as we have found most support problems are solvable with code.

You will get to work with users who come from varied backgrounds and a wide range of roles, from engineers to designers to marketers. You may also be part of the occasional onboarding calls and become points of contacts for larger customers.

You should be self-motivated, technical and able to switch gears rapidly among many topics. Your goal is not to solve tickets. Your goal is to get the docs, the product copy, the labels, anything you can touch, to a place where support tickets naturally decline as usage grows. It’s a difficult task, but you get to own it.

Our Stack

Next.js
React
Lexical (editor)
TypeScript
AWS services
PostgresSQL
Tailwind CSS
Linear
Slack
Notion

Job Responsibilities

Run day-to-day support across email, in-app chat, and Slack Connect.
Triage fast, ask good questions, and own the customer all the way to resolution.
Debug technical issues with customers. API requests, logs, headers, webhooks, code snippets, SQL when needed.
Help customers ship. Domain setup, auth, deliverability basics, migrations, integrations, and best practices.
Build internal tooling that makes support dramatically faster. Admin views, debuggers, “what happened” timelines, safe actions, and self-serve checks.
Turn patterns into product by improving docs, in-app copy, error messages, labels, defaults, and workflows so tickets drop as usage grows.
Create and maintain support playbooks. Clear macros, checklists, and escalation paths.
Feed the roadmap with linked evidence. Top issues, root causes, frequency, and impact.
Partner tightly with engineering and whoever else is assisting on support. Reproduce bugs, write crisp Linear issues, and ship small fixes and improvements in the codebase.
Improve onboarding for teams that need it. Occasional calls, guided setup, and follow-ups for larger customers.
Keep the support system clean. Tagging, categorization, response quality, and continuous iteration.

About You

You like talking to users and you like building software. You want both.
You can read and write code. You can jump into a Next.js app and make improvements without drama.
You are comfortable debugging messy real-world problems with partial info.
You write clearly. Short messages, correct details, no fluff.
You have good product instincts. You notice where the UI or docs set users up to fail.
You default to ownership.
You do not wait for permission to fix obvious problems.
You are organized and calm under while interacting with customers.
You thrive in an async, remote team.
You care about quality and long-term reliability, not hacks that kick the can.

Nice to have

Familiar with email deliverability and DNS setup (SPF, DKIM, DMARC), bounces, and sender reputation.
Experience supporting dev tools or APIs.
Comfort with Postgres, AWS basics, and reading logs.
Prior work at a product-led company where support, docs, and product are tightly connected.

Open to All

We’re committed to building a culturally diverse team and strongly encourage you to apply regardless of anything you believe to be a limiting factor.

Everything else

remote
async
US
includes healthcare, 401K, and equity
one team in-person retreat per year

Loops

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