What are the responsibilities and job description for the Support Specialist position at Augment Code?
The best software comes from Augmenting developers, not replacing them. We’re bringing joy back to software engineering and keeping developers in flow by building the best AI programming tools, with radical contextual awareness of your codebase that benefits teams.
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, owning each support case end-to-end—from first inquiry to final resolution.
- Diagnose and troubleshoot issues, providing clear step-by-step solutions
- Escalate complex technical problems to appropriate teams while maintaining ownership of customer communication
- 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.
Pay Transparency Notice: The actual base salary within the stated range will be based on a combination of factors such as an individual's skills, experience level, educational background, and other relevant job-related considerations.
Annual Base Salary Range: $90,000 USD - $140,000 USD
Salary : $90,000 - $140,000