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.

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:

Must be authorized to work in the United States or Canada. We're not able to sponsor US visas right now. For Canada, we'll consider sponsorship on a case-by-case basis 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 187k+ 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

Own a piece:

Gain competitive equity in what you're helping build

Generous PTO:

15 days mandatory, anything after 24 days, just ask (holidays excluded). Take the time you need to recharge

Parental leave:

12 weeks fully paid, for all parents

Wellness stipend:

$100 USD/month for the gym, therapy, massages, or whatever keeps you human

Learning & Development:

Expense up to $1,000 USD/year toward anything that helps you grow professionally

Team offsites:

A change of scenery, minus the trust falls

Sabbatical:

3 paid months off after 4 years, do something fun and new

Available to US-based full-time employees

Full coverage, no red tape:

Medical, dental, and vision (100% for employees, 50% for partner and kids). No weird loopholes, just care that works

Life & Disability insurance:

Employer-paid basic life and AD&D, short-term disability, and long-term disability. Coverage for life's curveballs

Virtual care and a health guide:

Teladoc for the couch doctor visit, plus Rightway to answer coverage questions and fight billing errors for you

Mental health:

Talkspace, therapy and psychiatry on your schedule

Fertility and family building:

Carrot, covering you and your partner

EAP:

Free confidential counseling, legal and financial consults, and online will prep through Guardian

401(k) plan:

Retirement might be a ways off, but future-you will thank you

Pre-tax benefits:

HSA, FSA, and commuter benefits to help your wallet out a bit

Supplemental options:

Extra life and AD&D, accident, critical illness, hospital indemnity, plus pet, legal, and identity protection through MetLife

Available to Canada-based full-time employees

Full coverage, no red tape: