Customer Experience Engineer

Hey! We're team Granola 👋

If you haven't already, you should check out what we're building, and why you should work here.

We're looking for a Customer Experience Engineer to join our team and help us maintain our high bar for technical support as we scale. This is a role for someone who gets genuinely excited about solving complex technical problems, digging into logs, and being the bridge between our users and our engineering team.

You'll be taking technical escalations from our Customer Experience Specialists and going deep into the issues our users face. This means reading Cloudwatch logs, writing SQL queries to investigate data issues, making small code fixes using Cursor, and jumping on calls to troubleshoot alongside customers in real-time.

We're forward-thinking about customer support at Granola. We're highly technical, highly empowered, and we believe in giving our CX team the tools to work directly with the codebase. We use Cursor extensively, we're not afraid of making our own fixes, and we work incredibly closely with our product engineers. We need someone who can help us keep pushing this boundary and bring proper Customer Support Engineering experience to the team.

• Own technical escalations from our Customer Experience Specialists, becoming the go-to person for complex technical issues

• Troubleshoot and investigate deeply using Cloudwatch logs, console logs, database queries, Amplitude analytics, and Retool dashboards

• Make small code changes and fixes using Cursor and AI-assisted coding tools to resolve customer issues directly

• Reply directly to customers, even jumping on calls to troubleshoot issues face-to-face, guiding them through solutions and gathering detailed context

• Collaborate closely with product engineers to identify, document, and escalate bugs, providing detailed technical context

• Identify patterns and root causes in technical issues, driving improvements to product stability and customer experience

• Build and maintain internal tools and processes to make technical support more efficient

• Document solutions and create technical resources to help the wider team resolve similar issues in the future

• Proven Customer Support Engineer experience (or similar role like Technical Support Engineer, Solutions Engineer) with 3+ years in a technical support capacity

• Strong technical troubleshooting skills with experience reading logs, debugging issues, and performing root cause analysis

• Hands-on experience with:

  • SQL and database queries for investigation

  • Cloud platforms (AWS experience is a plus)

  • Log analysis tools (Cloudwatch or similar)

  • Customer support platforms (experience with Plane, Zendesk, Intercom, or similar)

  • Basic coding/scripting (comfortable making small changes to codebases)

• Comfortable with modern AI-assisted coding tools like Cursor, GitHub Copilot, or similar (or excited to learn)

• Are relentlessly curious and won't rest until you get to the bottom of why something happened

• Love the details and get satisfaction from understanding the root cause of issues, not just applying band-aid fixes

• Thrive in a fast-paced environment where no two days are the same and priorities can shift quickly

• Are excited to work in-person from our office in London (five days a week)

• Enjoy a bit of "vibe coding" on the side—you're the type who might tinker with personal projects or enjoy solving technical puzzles

• Are a natural problem-solver who sees technical challenges as opportunities rather than obstacles

• Communicate clearly with both technical and non-technical audiences, translating complex issues into understandable language

• Value working with people who are kind, ambitious and pragmatic

• Take ownership without waiting for perfect information or extensive direction

Granola runs across multiple platforms—our desktop app (Mac and Windows) is built with Electron, and we also have iOS with Android coming soon. You'll be working with:

• Plain for customer support ticketing

• AWS & Cloudwatch for log analysis and troubleshooting

• SQL for database queries and investigations

• Amplitude for analytics and user behavior analysis

• Retool for internal dashboards and tooling

• Cursor for AI-assisted coding and making fixes

We are living in the most exciting time for tool builders since Engelbart's demo in 1968. We want to assemble the best crew to build this future together, here in London. Our compensation philosophy is to pay slightly above market on salary and above market on equity.

We are excited to work in-person from our office in London (most of the time). We have a new, bright and spacious office at Old Street. We are happy to offer relocation assistance to candidates who'll be moving to London to join us.

Lastly, we think amazing talent comes from all kinds of life journeys and experiences. If what is written above speaks to you, whether you look like a fit on paper or not, please reach out.