Support Lead

Support Lead LocationSan FranciscoEmployment TypeFull timeLocation TypeOn-siteDepartmentEngineeringCompensation$140K – $180KAbout UsSquint is the Industrial Intelligence Platform, built for the workers who build the things you touch and see every single day. We're the only solution that brings together all the context of an industrial organization into a custom industrial knowledge graph, unique to every customer. Building with AI and AR, that foundation powers the workflows and applications that put the right information in frontline operators' hands on the factory floor and in the field, exactly when and where they need it.Proven Impact with Industry LeadersOur technology serves Fortune 500 leaders across manufacturing, field services, and utilities. These companies trust Squint to capture and activate their essential operational know-how, resulting in measurable improvements: reduced downtime, minimized waste, and optimized productivity at scale.Backed and Built by the BestWe raised a $40m Series B at a $265m valuation and are backed by elite investors including Sequoia Capital, Menlo Ventures, TCV and The Westly Group. Our co-founders have been recognized on Forbes' 30 Under 30 for Manufacturing and Industry, and Fast Company named us one of the most innovative augmented and virtual reality companies of 2026. About the RoleWe're hiring a Support Lead to build Squint's support function.Sitting within Engineering, this isn't a queue-management role — it's a build role. You'll be the first point of contact for our most complex customer issues, and you'll build the tooling, runbooks, and processes that let support scale as Squint grows. What You’ll DoSolve hard problems: You'll debug customer-reported issues across integrations, APIs, and our AR/AI platform — reading code and logs, not just following a script.Build the function: You'll create the tooling, runbooks, and escalation paths that don't exist yet, using AI tools to help support scale without scaling headcount linearly.Partner tightly with Engineering and Product: You'll be the connective tissue between customer pain and the roadmap, routing feedback with the context and evidence to make it actionable.Own the customer relationship in the moment: When something breaks for a customer, you're calm, clear, and focused on getting them unblocked fast.Grow the function: As Squint scales, you'll help define what a larger support org looks like — process, tooling, and eventually, team. About youYou're calm under pressure and communicate clearly, even when things are on fire.You default to building tools, docs, and process rather than repeating the same manual work over and over.You're genuinely curious about how the product works, and you're comfortable digging in to learn it deeply, even though you're not the one writing the code.You see support as a place to build real influence within Engineering, not a waiting room on the way to something else.  What You’ll Bring5+ years of experience in a customer support, support operations, or technical support role.Comfort learning a technical product deeply enough to troubleshoot issues, reproduce them clearly, and know when and how to escalate.Experience building support tooling, documentation, or process from scratch.Strong written and verbal communication skills, especially under pressure. BenefitsBased out of our office in San Francisco, we love the energy of in-person collaboration.Competitive Salary and EquityComprehensive Medical, Vision, and Dental careFlexible PTO PolicyLunch and Dinner ServiceWellness BenefitMaven Family Planning BenefitsPartnership with Care.comMental Health Services401(k) Retirement PlanPre-Tax Commuter Benefit for Parking & Public TransitCompany-wide Retreats A Final NoteWe are committed to creating a diverse and inclusive workplace. Squint is an equal opportunity employer, welcoming applicants from all backgrounds without regard to race, gender, age, or any other protected characteristic. We encourage...