Support Engineer- PlayerCoach

DevRev

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

About the Role

We are seeking a Hypercare Specialist with hands-on experience supporting customers during critical phases of customer onboarding, post-deployment stabilization, and AI rollout cycles. In this role, you will operate at the intersection of support, engineering, customer success and product, working closely with cross-functional teams to ensure a seamless and high-quality experience for early adopters and enterprise clients.

You should bring a strong technical foundation in Typescript, Python, SQL, and API testing, and a deep understanding of observability, code best practices, and sprint delivery. You’ll actively investigate and troubleshoot issues, drive resolutions, and ensure accountability across functions during hypercare sprints.

Key Responsibilities

• Act as the technical front line during hypercare periods, ensuring timely triage, resolution, and communication of issues raised by customer
• Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets
• Participating in daily, weekly and monthly calls with client to ensure smooth onboarding of the platform
• Setting up measurable KPIs around clients satisfaction and platform onboarding 
• Setting up weekly KPI cadence calls and sharing updates with the client about the prioritisation process. Help in triaging and resolving critical BUGS, features and custom request reported by customers
• Coordinate with different cross-functional teams to ensure timely closure on issues reported by clients. Highlighting trends and pain points highlighted by the client and roll out a prioritisation plan
• The hypercare specialist needs to ensure that all the prerequisites are checked before starting hypercare and flag any requirements before kick-starting hypercare
• Investigate and resolve issues using APIs, Postman, Datadog, native logs, Cursor, and internal tooling.
• Contribute to and manage hypercare sprints, including prioritization, planning, and stakeholder updates.
• Analyze and debug Typescript and Python code, GoLang, SQL queries, and system integrations to support fast issue resolution.
• Create clear technical documentation, RCA reports, and knowledge base articles to scale learning and reduce repeat incidents.
• Advocate for continuous improvement of prioritisation and Agent AI performance based on hypercare insights and user feedback.
  
  

Required Skills

• Master’s or Bachelor's degree in Computer Science or related field/equivalent practical experience
• Good logical thinking and problem solving mindset
• Proficiency in Typescript, Python,SQL,GoLang for debugging, investigation, and lightweight patching.
• Strong knowledge of API ecosystems, including hands-on experience with Postman, API specs, and payload validation.
• Experience with Datadog, native logging tools, and debugging across distributed systems.
• Familiarity with Cursor or similar investigation tools for live or near-real-time monitoring.
• Comfortable with GitHub workflows, including branching, PR reviews, and GitHub best practices.
• Strong testing mindset, with experience in writing and executing test cases and verifying hotfixes in production-like environments.
• Experience in sprint management, stakeholder communication, and working cross-functionally with engineering and product teams.
  
  

Nice-to-Have

• Prior experience supporting or working on Agentic AI systems, LLMs, or AI copilots.
• Familiarity with CI/CD workflows and build tools.
• Exposure to customer support systems and experience collaborating with support/customer success teams.
• Ability to generate actionable insights from logs and telemetry data.
  
  

What You’ll Gain

• A high-impact role working directly on critical AI rollouts and enterprise customer experiences.
• The opportunity to shape hypercare frameworks and best practices in a fast-scaling AI environment.
• Work with a team of engineers, PMs, and AI specialists at the forefront of support automation.
• Competitive compensation, a collaborative team culture, and continuous learning opportunities.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. 

That is DevRev!