Customer Support Engineer

Extend is building a modern document processing cloud. We're on a mission to transform how the world works with unstructured data.

As a Customer Support Engineer at Extend, you’ll be the front line of defense for our customers: the first technical responder ensuring they can deploy, operate, and scale Extend successfully. This will be an intense role with high potential and slope. Our customers are some of the most advanced AI and engineering teams, from Fortune 500 companies to rapidly scaling start-ups. You’ll triage issues, debug configurations, maintain high-stakes SLAs, and surface product insights that set the tone for every future interaction.

This role is ideal for someone who wants deep technical exposure, constant learning, and high ownership.

• We grew revenue 400% last year to several million ARR, and growth continues to accelerate.

• Extend is used in mission-critical flows at enterprises (Square, Zillow, Chime) and high-velocity startups (Brex, Mercury, Checkr), plus many more.

• The document processing market has expanded 1000x due to LLMs, and existing solutions have low NPS; the support function is and will be a true differentiator.

• You’ll join a talent-dense, high-performance engineering culture (former founders, world record holders, etc.).

• You’ll gain firsthand exposure to how cutting-edge teams deploy LLMs into production, and how world-class engineering organizations debug, scale, and operationalize complex AI systems.

• The role has real slope: strong performers can quickly progress into customer-facing engineering roles with ownership over deployments, architecture, and integrations.

Your work ensures that customers can trust Extend in their most mission-critical workflows. You’ll directly influence:

• Extend’s ability to scale support as demand grows exponentially

• Response times, SLA reliability, and customer confidence during incidents

• The quality of our developer experience and onboarding process

• How quickly customer issues are surfaced, understood, and translated into product improvements

• Whether customers unblock themselves within minutes or stall multimillion-dollar initiatives waiting for answers

This role is foundational. If we fail at first-line technical support, nothing else works.

You’ll own the day-to-day motion of diagnosing, triaging, and resolving technical issues across APIs, schemas, processors, and customer deployments. You will:

• Act as the first technical responder to inbound customer issues across Slack and Pylon

• Triage and debug schema errors, parsing issues, processor misconfigurations, and integration failures.

• Reproduce issues quickly in Extend to isolate root causes, distinguishing user error, product gaps, and novel edge cases.

• Maintain exceptional SLAs by prioritizing, escalating, and communicating clearly with customers to unblock with minimal handoffs.

• Author internal playbooks and lightweight run books to improve speed and consistency.

• Help customers adopt new features and understand best practices for deploying Extend.

• Collaborate closely with our founding team to shape the early support function at Extend as we scale aggressively.

• Ability to read and debug JSON, APIs, logs, and customer request payloads.

• Strong troubleshooting instincts, you enjoy breaking things and fixing them.

• Excellent written communication and rapid context switching.

• Comfort interacting directly with technical users (engineers, ML teams, architects).

• Curiosity: you dig until you truly understand the customer’s environment and the underlying issue.

• Learns extremely fast: you’ll need to understand Extend deeply and stay current with a fast-moving product.

• High ownership: you don’t wait for direction; you proactively chase down answers and close loops.