VibeCodeCareers 
On-site in San Francisco, this mid-level role at Granola involves rethinking customer support in an AI-native company. You'll work directly in the codebase to resolve technical issues and improve the product.
Skills / Requirements
- AI Fluency
- AI-assisted Coding
- Amplitude
- Autonomy
- AWS
- Cloudwatch
- Cursor
- Customer Support Platforms
- Intercom
- Log Analysis
- Next.js
- Plain
- Problem Solving
- Product Thinking
- Scrappiness
- SQL
- Technical Communication
- Vibe Coding
- Zendesk
Why Apply
This role is perfect for those who thrive on using AI tools like Cursor for coding and debugging. You'll engage with AI-assisted coding IDEs to ship fixes directly, integrating AI fluency into daily problem-solving.
What You'll Be Doing
You'll handle complex technical escalations, diving deep into issues using logs and analytics. You'll ship code fixes, build internal tools, and document bugs to enhance both the product and customer experience.
Working in San Francisco Office, United States
- San Francisco is a major tech hub, offering ample networking opportunities and career growth in the tech industry.
- The city is known for its vibrant culture and diverse culinary scene, providing a rich lifestyle outside of work.
- Public transit options like BART and Muni make commuting around the Bay Area convenient.
- Despite a high cost of living, San Francisco offers competitive salaries and equity opportunities in the tech sector.
Pay and Career Growth
Granola offers a compensation package that is slightly above market for salary and above market for equity, signaling strong growth potential. The role promises a dynamic environment with high ownership and autonomy.
Benefits and Perks
- Above Market Salary
- Equity
- In-person Work
- Relocation assistance
Is This Role Right for You?
Good fit if you...
- You have experience with AI-assisted coding tools and enjoy leveraging them to solve problems.
- You thrive in dynamic environments where you can take ownership and build processes from scratch.
- You have technical support experience and are comfortable making code changes directly.
May not be for you if...
- You prefer structured environments with established processes and runbooks.
- You are uncomfortable using AI tools or skeptical about their integration in coding.
- You seek a role focused solely on traditional customer support without technical involvement.
Original Job Description
Hey! We’re Granola 👋
If you haven’t already, you should check out what we’re building, and why you should work here.
Today, Granola is used at many of the world’s top and fastest-growing companies, including leading enterprises like DoorDash, Gusto, Salesforce. Designed and built in London, Granola now serves a predominantly US customer base. To support that growth, we’ve opened a San Francisco office as the hub for our North American go-to-market efforts.
At Granola, we’re rethinking what customer support looks like at an AI-native company. Our CX team is highly technical, deeply empowered, and works directly in the codebase. We don’t believe in ticket queues and band-aid fixes. We believe in getting to the root cause, shipping the fix, and making the product better in the process.
You’ll be among our first hires in San Francisco. We’re looking for a Customer Experience Engineer who wants to push the boundary of what great technical support looks like. You won’t just escalate tickets to our product engineers, you’ll work alongside them in improving the product and our own tooling.
What you’ll do
Own technical escalations. You’ll take our more complex tickets that need a deep dive, owning the responses to the user as well as the investigation.
Dig deep into issues using Cloudwatch logs, console logs, SQL queries, Amplitude analytics, and Retool dashboards.
Ship fixes directly. Use Cursor and AI-assisted tooling to make code changes and resolve customer issues without waiting on product engineers.
Build internal tooling and infrastructure that make the whole CX team more effective.
Run point on technical and high-priority customer issues. Triage tickets, respond in their preferred channels, and join calls to diagnose problems quickly and drive them to resolution.
Be the bridge to engineering. Document bugs with detailed technical context, identify patterns, and drive product improvements.
Write documentation so the team (and our AI agents) can resolve similar issues faster next time.
What we’re looking for
Technical ability
Experience in a technical support or engineering capacity. You’ve read logs, navigated complex data models, and debugged complex issues before.
Comfortable making small code changes in a real codebase (not just scripts).
Hands-on with: SQL, AWS/Cloudwatch (or similar), log analysis tools, customer support platforms (Plain, Zendesk, Intercom, or similar), AI-assisted coding IDEs/agents.
AI fluency
You use AI tools every day and have strong opinions about how to get the best out of them.
You’re comfortable using AI tools to augment your skillset. Cursor is our default, but if you are more comfortable with something else we want to hear about it.
You understand what AI gets wrong and know when to trust it and when not to.
Customer empathy & product thinking
You can put yourself in a confused user’s shoes and explain not just what broke, but why it was confusing in the first place.
You spot patterns across support issues and connect them to product improvements without being asked.
You communicate clearly with both technical and non-technical audiences. You can empathise and adjust accordingly through the whole journey to solve an issue.
Scrappiness & autonomy
You’ll be working without established runbooks. You’ll need to build them and use your own judgement when solving problems
You don’t wait for perfect information or extensive direction before taking ownership.
You thrive when no two days are the same and priorities shift quickly.
Culture fit
Low ego, high ownership. You care about the outcome, not the credit.
Relentlessly curious. You won’t rest until you understand why something happened.
Genuinely excited about Granola. You’re curious enough to explore the product, develop your own point of view, and push us to make it better
Bonus points
AWS experience beyond Cloudwatch.
You tinker. Personal projects, side tools, “vibe coding” for fun.
Experience in a startup or early-stage environment where you had to build a process from scratch.
Our tech stack
Plain for customer support ticketing
Decimal for AI triage and investigation
AWS & Cloudwatch for log analysis and troubleshooting
SQL for database queries and investigation
Amplitude for analytics and user behaviour
Next.js for internal dashboards and tooling
Cursor for AI-assisted coding and fixes, but experimentation with other agents is very much encouraged
About the Opportunity
We are living in the most exciting time for tool builders since Engelbart’s demo in 1968. We want to assemble the best crew to build this future, together. Our compensation philosophy is to pay slightly above market on salary and above market on equity.
Location
We are excited to work in-person from our office in San Francisco (most of the time). We are happy to offer relocation assistance to candidates who’ll be moving to SF to join us.
Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.
