Support Engineer

Support Engineer We're looking for a hands-on Support Engineer to make sure our customers succeed with Firecrawl, and to build the systems that let a small team support a fast-growing customer base. You'll diagnose complex API issues, help developers through integrations, and give our most important customers answers they can trust. You'll also be the one who notices the same problem keeps coming up and automates it away, using AI triage, internal tools, agents, or whatever the simplest fix turns out to be. You'll be the technical bridge between our users and the product. That means using good judgment about what matters most, sharing what you learn with the rest of the team, and owning your work end to end. Salary Range: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto) Equity Range: Competitive equity. Details shared during the process. Location: San Francisco, CA (SF HQ) or Toronto, ON (Toronto Hub). Hybrid, onsite 3+ days a week. Job Type: Full-Time Experience: 3+ years Work Authorization: Open to candidates already authorized to work in the US or Canada. In the US, we also support H-1B transfers, F-1 OPT and STEM OPT, TN (Canada and Mexico), and E-3 (Australia). We’re not able to sponsor new H-1B visas for candidates outside the US. For Canada, we’ll consider work permit sponsorship case by case through our Toronto Hub. About Firecrawl Firecrawl is the easiest way to turn the web into data AI agents can use. One API call converts any URL into clean, LLM-ready markdown or structured data. It's the boring-hard problem everyone building with LLMs eventually hits, solved. In September 2026, we raised a $75M Series B led by Smash Capital, and we're spending it building the largest repository of knowledge in the world. We hit 8 figures in ARR in year one and more than doubled it in year two. We have 192k+ GitHub stars, putting us in the top 40 repositories of all time, and developers, agents, and category-defining AI companies build on us every day. Growth like this is rare, and we're just getting started. We're a small team punching far above our weight. Everyone here owns a real piece of the product and company, end to end, and runs it themselves. No hiding behind process or headcount. This is a place for people who want to work at the frontier: an AI company building the infrastructure other AI companies run on, not one bolting AI onto an existing product. We move fast, go deep, and are building the tools superintelligence will rely on to gather data from the web. That library is called Alexandria, and it starts now. What You'll Do Be the first line of technical support across our channels, with a focus on high-value and enterprise accounts Diagnose API errors, failed scrapes and crawls, blocked sites, authentication problems, rate limits, and unexpected output. Go as deep as you need to, and bring in Engineering when it makes sense Reproduce issues, escalate confirmed bugs with clear repro steps and full context, and follow up with the customer until it's resolved Review customer workflows and integration plans, and suggest simple changes that make them more reliable and easier to maintain Triage a busy queue across Slack, email, and chat. Decide what's urgent, what can wait, and which issues need a human instead of our AI agents, without losing momentum Understand what the customer is actually trying to do, not just the question they asked, then weigh a quick workaround against a docs fix or a product change Advocate for customers with Product and Engineering, using what you see in the queue to shape which bug fixes and API improvements get prioritized Treat every repeated question or manual step as a chance to automate: AI triage, drafted replies, smart routing, account and usage enrichment, and at-risk account alerts Build lightweight internal tools (debugging scripts, dashboards, agents), simple enough and good enough that others actually use them Keep our AI support agents sharp: improve their knowledge sources, review where they go wrong, and decide what stays with humans Write the troubleshooting guides, runbooks, and docs fixes that help customers, and our agents, find answers without opening a ticket Coordinate handoffs across the support team and time zones, and share what you're seeing and building with Engineering, Product, and Growth What We're Looking For You're product-minded. You have good instincts for what customers need and what matters most, and you make good calls on priorities and tradeoffs without being told You're a pragmatic engineer with strong fundamentals in APIs, HTTP, and debugging, and you write TypeScript or Python. You reach for the simplest solution that works, not the most impressive one You enjoy talking to customers. You explain technical ideas clearly, ask good diagnostic questions, and know when a customer needs a careful, personal answer instead of an AI-drafted one You're automation-first. You've built an automation or internal tool that removed real manual work, and you measure yourself by the leverage you create, not the number of tickets you close You're AI-native. You already use Claude, Cursor, agents, and MCP servers in your daily work, and you think in workflows and tooling, not just tickets You're autonomous. You spot problems, decide on a plan, and see it through You can move between a customer escalation, a bug repro, and an automation project in the same afternoon, and nothing gets dropped You're a good teammate. You share context openly, make handoffs easy, and make the people around you more effective Bonus if you've worked in a technical customer-facing role (support engineer, solutions engineer, developer support, implementation specialist, or CSE) or supported APIs, SDKs, or other developer tools Bonus if you understand web scraping, browsers, proxies, or how the web works under the hood, have built with Firecrawl or a similar web data p