Founding Technical Support Engineer
Firsthand
About Firsthand
Firsthand has built the first AI-powered Brand Agent platform, transforming the way marketers and publishers engage consumers through their own AI agents, anywhere online.
While most AI applications in marketing and advertising focus on back-office automation, the Firsthand Brand Agent Platform™ powers front-line consumer engagement. Operating across both owned properties and paid media, Firsthand's Brand Agents make a company’s expertise accessible in real time, adapting to consumers’ interests and guiding them towards the information they need to take action. Central to the platform is Lakebed™, the company’s AI-first data and knowledge rights management system that ensures brands retain full ownership and control of their expertise.
Firsthand is led by Jon Heller, Michael Rubenstein, and Wei Wei, whose previous ventures helped build the foundations of modern digital advertising. Backed by Radical Ventures, FirstMark Capital, Aperiam Ventures, and Crossbeam Venture Partners, Firsthand is shaping the future of AI-driven consumer engagement.
Firsthand is headquartered in NYC, with team members working together in-office three days a week.
About the Role
We’re hiring our first Technical Support Engineer (TSE) to directly support our clients and help shape the future of our product. As the founding member of the TSE function, you’ll play a critical role in defining how we engage with customers, triage technical issues, and drive product improvements.
We’re looking for someone who is both hands-on and strategic, who is ready to roll up their sleeves today and build a world-class support team tomorrow.
In this role, you will:
Become a subject matter expert in the Firsthand Brand Agent Platform.
Provide first-line technical support, triage client issues, and ensure timely resolution.
Collaborate closely with product and engineering teams to deliver feedback and influence the product roadmap, with an eye toward usability, stability, and maintainability.
Analyze product and usage data to identify trends, surface insights, and proactively improve the customer experience.
Leverage AI tools in your day-to-day workflow and champion the adoption of AI across the team.
Help recruit, onboard, and mentor additional TSE team members as we grow.
Location: This is an NYC-based role. We work in the office three days a week to foster collaboration and team culture.
This role will be part of the engineering organization and will initially report to the CTO.
Who You Are
4+ years of professional experience as a Technical Support Engineer or in a similar client-facing technical role.
Bachelor’s or Master’s degree in Computer Science or a related technical field.
Strong reasoning and troubleshooting abilities, able to understand and dissect complex systems and customer issues.
Excellent written and verbal communication skills, adept at creating clear, concise documentation and client communications.
Genuine interest in AI/LLM technologies and their applications in real-world products.
Marketing and advertising industry work experience is a big plus.
A builder’s mindset — excited to help shape an early-stage product and culture.
Comfortable navigating ambiguity in a fast-paced, dynamic startup environment.
Collaborative and proactive — eager to work cross-functionally and drive outcomes for our customers.
How to Apply
If you are ready to embark on an exhilarating journey at the forefront of AI, seize this incredible opportunity and apply here. We eagerly anticipate hearing from you!
Note: Compensation and equity will be market-competitive for well-capitalized, early stage startups and will be discussed during the interview process.