About the job
Graphite, part of the Cursor group, develops automation tools designed for professional programmers. The team encourages open discussion, creative problem-solving, and straightforward communication. With a flat organizational structure, the focus remains on research, design, and engineering. The goal is to help developers write and review code more efficiently.
The Technical Support Engineer will support Graphite as part of Cursor’s technical support team. Over time, this role will work even more closely with Graphite’s core engineering and product efforts.
What you will do
- Customer Support: Respond to customer questions via Slack, in-app feedback, and email channels.
- Technical Troubleshooting: Investigate technical issues using tools such as Datadog, Pylon, Linear, and internal dashboards.
- Documentation: Create and update troubleshooting guides for both internal teams and external users.
- Collaboration: Partner with engineering to escalate bugs, assist sales with enterprise customers, and discuss feature requests with product teams.
- Process Improvement: Build integrations, refine support workflows, and propose documentation updates to help prevent repeat issues.
Requirements
- Technical Support Experience: Experience supporting software engineers or developer tools.
- Analytical Skills: Ability to identify whether an issue is caused by user error, a bug, or a configuration problem.
- Self-Motivation: Comfortable learning new technical topics independently.
- Communication: Explains complex technical topics clearly to different audiences.
Preferred qualifications
- Experience with Git concepts such as rebasing, resolving merge conflicts, and branch management (professional experience preferred).
- Background in building or maintaining documentation or knowledge bases.
- Experience developing or customizing support tools beyond standard platforms like Zendesk.
- Familiarity with programming languages and development environments is a plus.
Location
This is a remote position.
