Customer Support Engineer

WHAT WE DO Rillet serves accounting and finance teams—the financial brains of their companies. Our job is to help them run the numbers with impossible speed, accuracy, and insight. Rillet is the AI-native ERP that middle-market and enterprise companies trust for revenue recognition, multi-entity consolidation, and investor reporting. To enable real-time finance and a continuous close, Rillet rebuilt the general ledger from the ground up for the AI era. Rillet serves companies from Series A through the public markets, including Mercor, Scribe, and Function Health, and is a certified partner of top accounting firms like EY and KPMG. This huge market is ours to take. We have raised $100M+ from leading investors, including Sequoia, a16z, Iconiq, Oak HC/FT, and First Round, to help everyone run their numbers at the speed of AI. WHO WE ARE Rillet’s pace is not for everyone. Intelligence is table stakes. To succeed here, you need extreme speed, agency, and flexibility. The people who thrive at Rillet do not wait for assignments. They internalize the mission, design a strategy, and bring back results that are better, faster, and more creative than a manager could have asked for. Our work revolves around our customers. The people who succeed here are energized by delivering what matters most, even when it was not part of the original plan. Rillet is built on deep accounting expertise, and it takes people from many disciplines to build a category-defining company. You do not need to be an accountant to thrive here. You do need to care deeply about the problems we solve and the impact our customers can create. Together, we combine the precision of accounting with the speed, creativity, and ambition of AI-native software to power the financial core of the world’s fastest-growing companies while redefining what finance teams should expect from their software. WHO WE NEED Rillet's support function is new and being built intentionally — and we're building it to scale through engineering, not just headcount. You'll join as one of our first Customer Support Engineers: a hybrid role that combines front-line customer problem-solving with the technical work of building the tools, automations, and AI-assisted workflows that make support fast, accurate, and scalable. On any given day you'll be resolving real customer issues and building the systems that resolve the next hundred. You'll respond to inbound questions, triage bugs, and get customers unblocked quickly — then turn what you learn into knowledge base content, better ticket routing, AI agent improvements, and internal tooling that makes the whole team more effective. You care about fast, accurate resolution, and you find both the support craft and the engineering behind it energizing. This is a role for someone who thinks beyond closing tickets one at a time. You see a repeated question and want to automate it away. You see a manual triage step and want to build a workflow for it. You want to compound your impact over time, not just keep pace with volume. We're looking for teammates who value in-person collaboration and are within commutable distance of our San Francisco (preferred) or NYC offices (or willing to relocate). Team members are required to work in-office Tuesdays and Thursdays, plus one additional flexible in-office day. Certain roles may require additional in-office time based on function. WHAT YOU'LL DO - Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests — via omni-channel support, communicating clearly and professionally in async channels with a consistent, helpful tone. - Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless, and flag gaps in playbooks and escalation protocols when you find them. - Build AI-assisted workflows that automate manual support processes — ticket categorization, response drafting, knowledge retrieval, routing, and enrichment. - Develop inter…