Technical Support Engineer, Graphite

About the Role: Graphite is now part of Cursor, and we are working to collapse the distance between where code is written and where it is reviewed. We are looking for a Technical Support Engineer to triage and resolve customer tickets, providing first-line support for professional programmers and developer tools.

What You'll Do

• Triage and resolve customer tickets from Slack channels, in-app feedback, and support emails.
• Investigate customer issues using tools like Datadog, Pylon, Linear, and in-house dashboards.
• Create and maintain internal troubleshooting guides and external documentation.
• Work cross-functionally with engineering to escalate bugs, sales on enterprise issues, and product on feature requests.
• Build integrations, refine support workflows, and identify opportunities to deflect common issues.

What You Bring

• Previous experience providing technical support for software engineers or developer tools.
• Ability to pattern match and quickly identify whether an issue is user error, a bug, or a configuration problem.
• Self-directed learning style and curiosity to dig into unfamiliar technical concepts.
• Clear communication skills to explain complex technical concepts to both technical and non-technical audiences.
• Bonus: Comfort with Git concepts, GitHub power user experience, and familiarity with CI/CD systems or DevOps workflows.

Benefits

• Opportunity to work in a flat, small, and talent-dense organization.
• Collaborate with a truth-seeking, passionate, and creative team.
• Fully remote work flexibility.