Support Specialist

About Augment Code

Augment Code is the only AI coding assistant built for professional software engineers working in large, production‑grade codebases. Our Context  Engine understands your entire repo, enabling developers to stay in flow while writing, reviewing, and understanding code. Backed by top‑tier investors and trusted by engineering teams at leading tech companies, Augment Code is redefining how modern software is built.

About the role

As a Support Specialist at Augment Code, you'll play a crucial role as the voice the that guides developers through their AI coding journey. You'll be the critical bridge between cutting-edge AI technology and the developers who depend on it.

Key Responsibilities:

• Engage Augment customers via email every day, ensuring each case is acted upon quickly and resolved in a timely manner.
• Triage all issues, enabling the correct resource to engage on each issue, while ensuring all necessary context is gathered.
• Own end-to-end resolution of all sign-up, account, billing and 
• Troubleshoot common issues and provide clear step by step instructions for resolution to our customers.
• Stay up-to-date with product updates to provide accurate information to customers
• Create compelling help-center content (articles, videos, tutorials) that scales support impact as well as internal runbooks of processes.
• Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements

Qualifications

• 2+ years in customer-support—ideally with expertise in SaaS or subscriptions
• Experience with help-desk/CRM tools (e.g., Salesforce, Zendesk, Pylon) and billing platforms (e.g. Stripe, Orb)
• Anomaly detection superpowers - you catch usage patterns and billing irregularities that others miss, turning potential problems into proactive wins
• Communication excellence - you translate complex technical concepts into clear, actionable guidance that empowers users
• Proven organizational excellence and a customer-centric mindset.
• Bias for action, driven by results—you spot opportunities, speak up, and relentlessly champion the customer’s best interests.
• AI enthusiasm - genuine excitement about AIs potential to revolutionize how developers work

Employee Benefits:

• Flexible work hours
• Competitive salary & equity
• Tools stipend 
• Health, Dental, Vision and Life Insurance 
• Short Term and Long Term Disability
• Unlimited Paid Time Off + Holidays. We focus on trust and ownership, not time in the chair
• Numerous company social events

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

Augment Code is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Augment Code's Applicant Privacy Policy.