Support Engineer in Chicago, Illinois at Letter AI

About Letter AILetter AI (https://www.letter.ai/) is the world's first unified revenue acceleration platform powered natively by generative AI. Our platform empowers sales teams at customers like Adobe, Lenovo, and Figma to ramp up faster with AI-powered training and coaching, instantly find and personalize collateral for customers, and engage their buyers with the industry's first AI Sales Room. We recently raised a $40M Series B led by Battery Ventures, with participation from existing investors including Y Combinator, Lightbank, Northwestern Mutual Future Ventures, Stage 2 Capital, and Formus. The round comes just four months after announcing our Series A, indicating a shift we're seeing in real time: revenue teams aren't asking for more content or tools. They're asking for better outcomes, and Letter AI is bringing those outcomes to life! We 10Xed our revenue last year and are looking for the best of the best to join us on the adventure 📈.
The RoleWe are looking for a Support Engineer to join our team and be the technical front line for our customers. You will own customer-reported issues end to end — diagnosing problems, working directly with our engineering team to resolve them, and helping shape a product that gets better with every ticket. This is a hands-on, high-impact role at an early-stage company, where the support function itself is still being built and you'll have real influence over how it works.
Your key responsibilities will include:

• Serve as the primary technical point of contact for customer-reported issues, troubleshooting problems across our web app, integrations, and APIs
• Reproduce, diagnose, and triage bugs, distinguishing between user error, configuration issues, and genuine product defects
• Partner closely with engineering to escalate, track, and resolve technical issues, providing clear reproduction steps and context
• Monitor support channels and ensure timely, high-quality responses that meet our SLAs
• Build and maintain internal documentation, FAQs, and troubleshooting guides to reduce repeat issues
• Identify patterns across customer issues and proactively flag product improvements to engineering and product teams
• Support customer onboarding and technical enablement as needed
• Use logs, dashboards, and SQL to investigate the data and system behavior behind reported issues

Qualifications for the role include:

• 2-4 years of experience in a technical support, support engineering, or software engineering role, ideally at a B2B SaaS company
• Strong troubleshooting and debugging skills, with comfort reading code (Python, JavaScript/TypeScript) even if you're not writing production features day to day
• Familiarity with APIs, web applications, and basic database/SQL concepts
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineers
• Highly organized, with strong ownership of customer issues from first report through resolution
• Past experience or strong interest in generative AI
• Highly collaborative mindset with strong problem-solving skills

How We OperateAt Letter AI, we want you to be unapologetically you while operating with our core principles in mind:

• Customer-obsessed: Make your customers unreasonably happy and everything else will fall into place
• Ambitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritization
• Direct yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleagues
• Driven yet humble: Push for excellence and deliver fast, but keep your humility

What’s in it for you?

• Compensation: $80k–$110k base salary, depending on experience, expertise, and expected impact, plus variable compensation
• Ownership: Every full-time teammate receives Letter stock options, so you can share in the value you help create
• Benefits that have you covered: Comprehensive medical, dental, and vision coverage, plus a 401(k) with company match
• Benefits for the everyday: Company-supported commuter, connectivity, and wellness benefits, plus daily lunch in our Chicago and San Francisco offices
• Team events: Happy hours, dinners, events, and offsites with a team that genuinely enjoys spending time together
• Build with us: Join a fast-growing startup where you’ll have meaningful ownership and impact, working closely with top-notch teammates to help build and scale Letter