Job Summary

A VC-backed developer infrastructure startup building a modern billing and monetization platform for AI-native and SaaS companies. Its API-first solution enables real-time usage metering, flexible pricing models (usage-based, credit-based, seat-based, and hybrid), automated invoicing, and revenue operations, allowing engineering teams to iterate on pricing without building custom billing infrastructure. Own customer support from initial response through complete resolution. Troubleshoot technical issues including event ingestion, metering, invoicing, and integrations. Work directly with APIs, logs, product workflows, and code to diagnose issues. Reproduce bugs, create detailed bug reports, and collaborate with engineering until resolution. Build the entire support function, including SLAs, severity definitions, escalation paths, on-call processes, and runbooks. Convert recurring customer issues into documentation and actionable product feedback. Support international customers during US business hours. Continuously improve support processes and customer experience. Join an early-stage AI infrastructure startup as the founding Senior Technical Support Engineer, owning the support function end-to-end. You'll troubleshoot complex customer issues, work closely with engineering to resolve technical problems, build support processes from scratch, and ensure mission-critical customer systems run smoothly.



This role requires deep technical problem-solving, robust customer communication, and ownership of support operations for international customers

Responsibilities

- Own customer support from initial response through complete resolution.

- Troubleshoot technical issues including event ingestion, metering, invoicing, and integrations.

- Work directly with APIs, logs, product workflows, and code to diagnose issues.

- Reproduce bugs, create detailed bug reports, and collaborate with engineering until resolution.

- Build the entire support function, including SLAs, severity definitions, escalation paths, on-call processes, and runbooks.

- Convert recurring customer issues into documentation and actionable product feedback.

- Support international customers during US business hours.

- Continuously improve support processes and customer experience.

- Join an early-stage AI infrastructure startup as the founding Senior Technical Support Engineer, owning the support function end-to-end.

- This role requires deep technical problem-solving, strong customer communication, and ownership of support operations for international customers.

Requirements

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Tech Support Engineer (New Delhi)
🏢 CodeRound AI
📍 New Delhi