Founding Senior Platform Engineer: Support Engineering
Broccoli · Lehi, Utah
About this role
## About Broccoli 🥦 At Broccoli, we’re building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors—replacing fragmented software and repetitive manual work with AI that actually gets the job done. Our AI teammates: - Answer phones - Book appointments - Follow up with customers - Recover missed revenue - Help contractors deliver exceptional customer experiences Before we wrote a single line of code, we visited 140+ contractors to understand how these businesses truly operate—shaping everything we’ve built. **Today:** - Hundreds of contractors rely on Broccoli every day - $25M+ ARR in 2.5 years - Trusted by independent contractors and large private equity-backed operators - Backed by Khosla Ventures and Y Combinator ## The Role We’re looking for an **AI-first builder** to transform how we deliver customer support at Broccoli AI. You’ll own the customer support experience and build the **AI workflows, systems, and documentation** that help us resolve customer issues faster and more effectively. You’ll work closely with our **Technical Support**, **Customer Success**, and **Product Engineering** teams to: - Build tools and automate workflows - Improve how our AI troubleshoots customer issues - Create a knowledge base that delivers accurate, helpful answers This is a hands-on role for someone who wants to use technical skills to directly impact how a world-class technical support team operates. You’ll identify recurring customer issues, build and improve AI-powered solutions, and use support data to find opportunities to improve the customer experience. You’ll report to our **Head of Customer Success** and partner closely across the company. ## What You’ll Do - Build and improve **AI workflows** for common customer questions and Tier 1 support issues - Own our **support knowledge base** (accurate, easy to navigate, useful for customers and AI) - Build out the **customer-facing support platform** (example: https://help.rippling.com/login) - Identify opportunities to automate repetitive support tasks and build the tools, integrations, and workflows to do it - Investigate recurring customer issues and AI failures to understand root causes and develop lasting solutions - Partner with Technical Support, Customer Success, and Product Engineering to improve the customer experience and address underlying product issues - Build **reporting and dashboards** (ticket trends, resolution rates, support performance) - Ensure enterprise customers and complex issues get the attention they need while making routine support more scalable ## What We’re Looking For - **5+ years** of software engineering (or closely related technical experience) with a track record of building and shipping software - A **CS degree** or equivalent practical experience - Strong coding skills; experience developing, debugging, and maintaining software - Experience building **integrations**, working with **APIs and databases**, and connecting systems - Hands-on experience with **AI-powered applications**, **LLMs**, **AI agents**, or **workflow automation** - A **product-minded** approach to engineering (you enjoy understanding customer problems and building solutions) - Strong problem-solving skills; ability to take projects from idea → implementation → iteration - Experience working with customer support teams or building customer-facing tools is a plus
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