Customer Support Engineer

About Manifold

Manifold is the AI platform for life sciences accelerating life-changing medicines to patients. Our products speed up workflows in areas from target identification and clinical development to market access and precision medicine in the clinic while maintaining the governance life sciences requires. Global companies and premier research institutions use Manifold to operate faster and more effectively. Backed by leading investors including Reach Capital TQ Ventures Calibrate Ventures SilverArc Capital and Industry Ventures Manifold serves tens of thousands of users across hundreds of organizations globally.

About the Role

Were looking for a Customer Support Engineer who is technically sharp customer-obsessed and excited to be on the front line of an AI-native platform. As part of Manifolds Professional Services team youll be the primary support contact for our customers and will deliver exceptional services by resolving technical issues owning engineering tasks and ensuring a positive experience with our platform.

The ideal candidate will be adept at maintaining focus and professionalism while navigating escalated or demanding customers be able to balance competing priorities be excited about new ways to deploy agentic AI in both customer and support workflows and aim to become a configuration and support engineering expert on Manifolds product suite. This is a high-agency high-impact position for someone who moves fast builds AI into how they work and cares deeply about the outcomes on the other side of every customer interaction.

What Youll Do

• Provide timely professional resolution to customer technical issues requests and questions. Troubleshoot and resolve technical issues by diagnosing root causes and providing effective solutions.
• Help lead the evolution of Manifolds support function by evolving support processes and deploying new tools with an AI-Agent first mindset.
• Deliver high quality support-owned engineering tasks such as: configuration changes debugging integrations improving automations kicking off data ingestions and more.
• Proactively monitor system health and performance metrics to identify issues before they impact users. Monitor and maintain customer data pipelines and technical workflows.
• Become an expert on Manifolds platform. Assist in building Manifolds customer and internal knowledge hub. Identify trends in support issues and propose systematic solutions.
• Collaborate with cross-functional teams to provide timely customer resolution relay customer feedback improve platform adoption and user experience and drive customer satisfaction.
• Continually improve the customer experience through feedback process improvement and innovation.

What Youll Bring

• Experience in a customer-facing support or technical engineering role at an AI-native or SaaS company; High-growth early-stage experience is a strong plus.
• Customer obsession. You love working with customers resolving their issues and ensuring a delightful platform and service experience.
• Excellent communication skills. You are transparent empathetic and can concisely relay key facts. You distill complex technical concepts to end users and translate customer requests to technical requirements and resolution.
• Collaborative mindset. You work well as part of a team and can build partnerships and trust across teams.
• Technical depth. You are skilled at monitoring logs updating configurations troubleshooting user platform and data access issues surveilling data pipelines diagnosing bugs and more.
• You dont use AI occasionally youve built it into how you work. Youre curious about new tools resourceful in applying them and have concrete examples of how AI changed your output. Youre energized by opportunities to operationalize agents in new workflows.
• You identify what needs to happen and make it happen. Youve fixed broken processes you didnt own and you measure your work by what outcomes you drove.
• Youve done your homework on what it means to accelerate life sciences research and you can articulate why that mission matters to you.
• You move fast make sound calls with the information available and reset quickly when things dont go as planned.

Why Manifold

Youll help shape how we deploy agentic AI in support work with customers doing breakthrough science and grow fast in a company that takes talent seriously. Were a hybrid team based in Newton MA so if you do your best work alongside people in person on a regular cadence youll fit right in.

Salary Range
The base salaryrange for this position s $83000$104000 annually.

• Please note: Final offer amounts are determined by multiple factors including prior experience and expertise and may vary from the amount above. This range does not represent additional compensation benefits (such as equity 401K match or medical dental or vision insurance).