What are the responsibilities and job description for the Support Engineer position at Cassidy?
Location: New York, NY (In-person)
Team: Customer Success
About Cassidy
Cassidy is an AI automation platform that helps business teams automate complex, context-powered workflows without needing to code. We integrate deeply with tools like Salesforce, HubSpot, Slack, Teams, and SharePoint so non-technical teams can automate processes like RFP management, claims decisions, knowledge search, and onboarding — all powered by their company’s knowledge.
We’re backed by top investors (HOF Capital, The General Partnership, Neo, Alumni Ventures, and others) and work with mid-market and enterprise customers across industries like insurance, media, and manufacturing.
Role Overview
We’re looking for a Support Engineer to help our customers succeed with Cassidy by solving issues, debugging workflows, and guiding teams through technical problems. This role sits at the intersection of engineering and customer success — you’ll translate customer questions into technical answers and help make sure their automations are working as expected.
You’ll work closely with our implementation, product, and engineering teams to diagnose and resolve issues, ensure reliability across integrations, and identify patterns that help us improve the platform.
What You’ll Do
Team: Customer Success
About Cassidy
Cassidy is an AI automation platform that helps business teams automate complex, context-powered workflows without needing to code. We integrate deeply with tools like Salesforce, HubSpot, Slack, Teams, and SharePoint so non-technical teams can automate processes like RFP management, claims decisions, knowledge search, and onboarding — all powered by their company’s knowledge.
We’re backed by top investors (HOF Capital, The General Partnership, Neo, Alumni Ventures, and others) and work with mid-market and enterprise customers across industries like insurance, media, and manufacturing.
Role Overview
We’re looking for a Support Engineer to help our customers succeed with Cassidy by solving issues, debugging workflows, and guiding teams through technical problems. This role sits at the intersection of engineering and customer success — you’ll translate customer questions into technical answers and help make sure their automations are working as expected.
You’ll work closely with our implementation, product, and engineering teams to diagnose and resolve issues, ensure reliability across integrations, and identify patterns that help us improve the platform.
What You’ll Do
- Respond to customer support tickets and debug issues in live automations
- Troubleshoot integrations (Salesforce, HubSpot, Slack, Teams, SharePoint, Box, etc.)
- Reproduce and document bugs, escalating to engineering when needed
- Write and maintain internal support documentation and troubleshooting guides
- Collaborate with the product team to identify recurring pain points and feature requests
- Support onboarding and implementation teams when customers are stuck on technical setup
- Monitor system performance and help proactively catch issues before customers do
- 1–3 years of experience in technical support, solutions engineering, or a similar role
- Strong technical troubleshooting skills and comfort navigating APIs, webhooks, and authentication
- Familiarity with automation tools, workflow builders, or integration platforms (Zapier, Make, n8n, etc.)
- Excellent written and verbal communication — able to explain complex issues simply
- Curiosity to dig deep into customer problems and see them through to resolution
- Bonus: experience with JavaScript, Node.js, or no-code/low-code platforms
- Enjoy solving complex, undefined problems for customers
- Like working cross-functionally with engineers, product, and customer teams
- Are resourceful, patient, and detail-oriented
- Want to join a fast-paced startup where your work has visible impact every week