layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Support Engineer at Cloaked | LAYIQ

You are a builder.
You like shipping internal tools that people use every day, and you take pride in tools that quietly remove work. You would rather build the fix than handle the same ticket ten times.
You are comfortable in code.
Our systems are primarily built with Python and Django on PostgreSQL. Deep experience with this stack is welcome, but the ability to learn, build, and ship matters more than any one language.
You work fluently with AI.
You use AI coding assistants to build and debug faster, and you are comfortable improving an AI-powered support layer. You understand what AI agents can handle, where they should hand off to a person, and how to make them better.
You can investigate.
You can read unfamiliar code to understand why a system behaved a certain way, write SQL to answer questions, and use logs and traces to find the root cause.
You have good judgment with customers.
You can balance customer access with abuse prevention, and you communicate clearly with both customers and engineers.
You have hands-on trust and safety or privacy experience.
You have worked with identity verification, fraud or abuse review, data deletion or subject access requests, account recovery, or account takeover, and understand the judgment these situations require.
Nice to have
Enterprise or high-touch support experience. Experience supporting key accounts or serving as a named technical point of contact for customers.
Experience with Intercom or a similar customer-support and chatbot platform, including its integrations and AI features.
Experience with payments or subscription billing.
Experience with phone or messaging systems, such as one-time codes, number provisioning, or carrier compliance.
Familiarity with account security and recovery, including one-time codes, passwords, and passkeys.
Your first 90 days
Month 1: Work the support queue and learn the product from the inside, resolving common issues with the tools we already have.
Month 2: Ship your first improvements to the internal tools, and start fixing bugs in the codebase.
Month 3: Work independently across support and tooling, and make a meaningful improvement to how the team resolves customer issues.

Support Engineer

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