Sr. Technical Support Engineer

About 11x

At 11x, we're building autonomous digital workers that handle routine work end-to-end, freeing humans to focus on what they do best—creating, innovating, and building meaningful relationships.

We're one of the world’s fastest growing AI companies. We've achieved a 20x increase in ARR and raised $75M+ from leading investors including a16z and Benchmark. Our team works in-person in our San Francisco office.

About the Role

At 11x, we’re looking for a motivated and versatile Support Engineer to help build and scale our customer experience from the ground up. In this role, you’ll support users directly, troubleshoot technical issues, and create high-quality resources—from documentation to videos—that empower customers to succeed. As a senior individual contributor, you’ll work cross-functionally to improve internal tools, drive proactive issue resolution, and shape our support strategy. This is a unique opportunity to blend technical skill with creativity and play a critical role in how customers experience our product. 

Responsibilities

• Support our customers directly and help resolve technical issues quickly and effectively

• Procure, implement, and administer best-in-class tools to support customer experience and allow for visibility internally 

• Create self-serve resources like docs, help articles, and FAQs, including making videos and walkthroughs to help onboard and empower customers

• Collaborate cross-functionally with product, engineering, and customer success to identify business opportunities, and to develop the customer experience strategy

• Identify system and customer health technical issues, then create and execute remediation plans proactively

• Help shape what excellent support looks like at a fast-moving AI startup
  

Requirements

• 4-8 years of experience in a technical support, solutions engineering, or customer-facing engineering role, ideally at a high-growth SaaS company

• Experience building a support function from 0-1

• Strong troubleshooting skills and technical curiosity — you love diving into complex systems and getting to the root of an issue

• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely

• Experience creating clear, user-friendly documentation, walkthroughs, and/or support resources

• Comfortable working cross-functionally and managing competing priorities in a fast-paced environment

• Familiarity with customer support tools (Pylon, SammyLabs) and ticketing reporting

• A proactive mindset — you don’t just solve problems, you anticipate and prevent them

• Experience supporting AI, automation, or B2B SaaS products is a strong plus