About Cerrion At Cerrion, we’re building the future of AI-enabled manufacturing. Backed by Y Combinator and top Silicon Valley investors, we deploy video AI Agents that see what’s happening on production floors, spot problems automatically, and intervene in real time to keep production running smoothly, at global scale. Our technology is live in factories across 15+ countries, helping leading manufacturers in glass, beverage, food, CPG, building materials, and wood cut downtime by up to 50%. We’re at an inflection point and scaling fast.
Role Summary
We’re hiring a Technical Support Engineer to own and scale Cerrion’s technical support function. Your mission is to act as the connective tissue between Customer Success, Engineering, and our users: triaging and resolving issues, establishing and improving internal processes, and keeping customers productive.
This is a hands-on, high-leverage role. You’ll diagnose and resolve issues directly where possible, escalate cleanly to Engineering when needed, and continuously improve how we support our customers. You’ll also help structure our support systems: tools, templates, workflows, diagnostics, documentation, and more.
Responsibilities
Own technical support intake : triage inbound issues from Slack, email, and Linear, classify and prioritize requests.
Diagnose and investigate : reproduce issues, isolate variables, collect logs and data, and determine if problems are usage, config, or bugs.
Resolve directly where possible : fix configuration issues and unblock customers without escalation.
Escalate cleanly to Engineering : write clear tickets with reproducible steps, logs, impact, and workaround attempts.
Manage comms : provide customers with timely, clear updates and coordinate messaging with Customer Success.
Track and close issues : follow escalations to resolution, confirm fixes with customers, and document outcom