Senior Engineering Support Specialist

About Us

At Crescendo, we’re transforming customer experience with Augmented AI—a seamless blend of human expertise and AI automation that delivers better, faster, more scalable support. We’re not just changing how support works. We’re reshaping the economics of an entire industry.

The Role

We are seeking an experienced Senior Engineering Support Specialist to join our dynamic team. In this role, you will act as the critical bridge between our customer-facing teams (including AI Support, AIDE, and Operations) and our Engineering and Product teams. Your deep technical understanding of our Augmented AI CX platform and your ability to translate complex issues into actionable engineering tasks will directly impact our customers’ success and the evolution of our product.

What You’ll Do:
 

Technical Issue Resolution

• Act as the first escalation point for advanced platform issues, diagnosing and resolving complex technical problems.
• Experiment and reproduce reported behaviors, document findings, and propose solutions.

• Convert customer and internal feedback into clear, detailed tickets for engineering and product teams.
• Collaborate closely with developers to validate fixes and clarify requirements.

Prioritization & Process Improvement

• Triage and prioritize high volumes of issues from multiple teams, balancing urgency and business impact.
• Develop and maintain internal guides and knowledge bases to streamline support workflows.

What We Expect From You:
 

• Bachelor or Masters degree majoring in Computer Science or a related field
• 5+ years in technical support engineering, solutions engineering, or similar roles supporting SaaS platforms.
• Strong troubleshooting skills across frontend and backend systems.
• Solid understanding of AI concepts and prompt engineering workflows.
• Experience with cloud platforms (Google Cloud Platform preferred, especially Google Console).
• Familiarity with third-party integrations like Zendesk, Salesforce, and other CRMs.

Technical Skills:

• Proficiency with Git and GitHub workflows.
• Familiarity with JavaScript, CSS, and HTML.
• Ability to troubleshoot frontend issues in modern frameworks.
• Understanding of Node.js and Python is a plus.
• Experience or interest in frontend development.

Soft Skills:

• Self-starter comfortable learning independently in a fast-paced environment.
• Strong analytical thinking and prioritization abilities.
• Excellent written and verbal communication skills to bridge technical and non-technical teams.
• Customer experience (CX) knowledge is a plus.

What You’ll Get In Return:

• Remote working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive—0 to $100M+ in ARR in under a year—and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].