Customer Engineer

About the company

OpenEvidence is an AI-powered medical search engine that delivers real-time, citation-linked answers from peer-reviewed literature to physicians at the point of care.

About this role

About Open Open.cx is the AI-native customer support platform built for enterprises that cannot afford slow, expensive, or mediocre support. We automate over 80% of interactions for companies like MoneyGram, Mollie, TicketSwap, and More.com handling voice, email, and web at massive scale with AI that thinks fast and feels human. We are backed by Y Combinator, Pioneer Fund, X by Unifonic. We recently raised $7M+ and are accelerating from a startup into a global scale-up. Our customers replace entire stacks of legacy tools, cut support costs by up to 12×, and deliver dramatically better experiences to their own customers. We are a small, high-output team that ships fast, works directly with customers, and genuinely cares about the product we are building. The Role We are hiring a Customer Engineer to serve as the direct technical bridge between our enterprise customers and the Open.cx product. This is a hands-on engineering role with heavy customer exposure not pure support, and not pure internal development. You will respond quickly to customer queries via Slack or video calls, lead onboarding and implementation, debug complex issues including third-party integrations, and ship fixes or enhancements directly in our Node.js + TypeScript codebase. Prompt engineering is a significant part of the role you will help customers get the most out of our AI agents capabilities every day. What You'll Do Primary Technical Point of Contact: Respond fast to customer queries, join video calls, and own resolution end-to-end. Lead Technical Onboarding: Guide enterprise customers through setup, configuration, and integration with tools like Zendesk, Intercom, HubSpot, and others. Debug & Troubleshoot: Diagnose and resolve complex issues in live customer environments. Ship Code: Implement fixes, integration enhancements, and small features directly in the Node.js / TypeScript codebase. Collaborate with Product Engineering: Share customer context, escalate systemic problems, and help prioritise what the team builds next. Develop Platform Expertise: Build deep knowledge of our AI agents and prompt engineering so you can effectively advise customers on optimising their support operations. Document & Scale Knowledge: Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources. Requirements What We're Looking For 2-3+ years of experience Strong software engineering experience with Node.js and TypeScript you will be writing and shipping production code. Hands-on experience with AI agents and prompt engineering (Open.cx is AI-native; this is core to the role). Previous customer-facing technical work: onboarding, debugging integrations, or similar in a SaaS environment. Good understanding of (or fast ability to learn) helpdesk APIs: Zendesk, Intercom, HubSpot, etc. Excellent English communication clear writing and confident speaking on video calls with enterprise stakeholders. Ability to operate effectively in a fast-moving startup: speed, customer impact, and getting things done. Able to be working with customers across US, EU, MENA and GCC time zones. Benefits What We Offer YC-backed with real traction we are in-market, growing, and trusted by enterprise names you know. Outsized career trajectory early team members grow into leadership as we scale globally. Real ownership your work will be seen, felt, and talked about company-wide. High-trust team no politics, no bureaucracy; we move fast and support each other. Competitive compensation top-of-market salary plus equity and full benefits.