Reports To: Director of Product, CTO
Location: Remote / Hybrid

Reinventing Government Interactions for a Sustainable Future

At Symbium, we're on a mission to streamline how citizens interact with local government and cut through the red tape in permitting processes. Imagine a world where homeowners and contractors can effortlessly navigate complex regulations, instantly determine what projects are possible on their property, and secure approvals with the click of a button. Symbium is making that world a reality. By transforming dense rules into user-friendly software, we empower people to get work done without frustration and delay.

Symbium's proprietary computational law (Complaw®) technology – initially developed at Stanford's AI Lab – performs permit compliance checks in real time, enabling instant permit approvals. Symbium is currently partnered with 270+ cities – and growing fast. Our platform accelerates clean energy adoption by simplifying approvals for installations of solar panels, reroofing, and EV chargers to heat pumps and beyond. This streamlined process helps communities transition more quickly to decarbonization and energy independence.

The Opportunity

Symbium is looking for a Technical Support Engineer who is deeply technical, resourceful, and obsessed with getting things fixed today. This role exists in service of customer support: your north star is a fast, excellent experience for the customer, and you'll grow our customer support function without growing headcount – by resolving the large majority of requests directly, and turning the rest into automation so no one ever has to handle them by hand again.

You will own our customer support operations through our Zendesk portal at help.symbium.com. This is not a traditional quality-assurance role: you won't spend your days authoring test plans or manually verifying front-ends and APIs. Instead, you'll be the person who understands what customers actually need, replies to them well, resolves ~80% of requests yourself, and automates away the repetitive work – leaning heavily on AI tools to move fast.

What you learn in support directly sharpens the product. Every recurring request is a signal: first you fix it, then you script it, then you build the tool so it fixes itself. You'll bring a scrappy, "let's get it done today" mindset to a function that is growing quickly, and you'll compound your own leverage over time.

A note on how we work: AI coding agents are core to this role. We expect daily, fluent use of tools like Claude Code and/or Codex to investigate issues, write scripts, and build support tooling. Come prepared to talk about how you use them during the interview – concrete examples of what you've automated or built. We actively welcome AI-inclined people who lean into these tools, and this is not the right fit for those who are skeptical of working with AI.

How this role is scoped: This reports into Product (Director of Product) alongside the CTO because Product owns the customer-experience outcome and Engineering owns the how. This is not a return to traditional QA or release sign-off – there are no release-gatekeeping duties here. It is an AI-first, customer-oriented role: you are expected to engage with and learn Symbium's customer workflows technically and deeply, and to combine that with real software-engineering skill. Solid SWE fundamentals matter, but we expect 100% use of AI – not only to cover gaps in any single area, but to accelerate how fast you execute.

What You'll Do (Responsibilities)

• Own customer support end-to-end
  • Understand incoming customer demands, communicate clearly and empathetically, and resolve roughly 80% of requests yourself without escalating.
  • Own Zendesk configuration, workflow management, and documentation so the support operation runs efficiently and scales with the product.
  • Develop deep domain knowledge of Symbium's permitting workflows to diagnose issues with confidence, including issues that span regulations as well as product.
  • Improve and maintain support-portal documentation so known issues and resolutions are captured, reusable, and reduce repeat tickets.
• Automate the support function so it scales without more people
  • Treat every recurring request as an automation opportunity, growing each one up a three-level ladder. For example, when a customer asks to reset their two-factor authentication:
  • Level 1 – Resolve it by hand: SSH into the server and clear the user's 2FA directly in the database so they're unblocked today.
  • Level 2 – Script it: write a reusable script that performs the reset safely, so it no longer requires manual database access.
  • Level 3 – Productize it: add a one-click button to our internal support tool so the reset can be done by anyone, safely, in a single click.
  • Build internal tools and utilities using Node.js and our APIs, using AI coding assistants to get to a working solution fast – from account-unlock helpers to data-refresh reruns to self-service support-tool features.
• Investigate deeply and escalate with precision
  • Query application logs and databases directly to perform root-cause analysis on bugs and regressions before escalating.
  • For requests that genuinely need engineering, log a precise, complete ticket – clear reproduction steps, expected vs. actual behavior, impact, and a crisp definition of what needs to be done – so senior engineers can execute without a second round of questions.
  • Identify patterns across tickets and surface them to the product team as structured, evidence-backed inputs for new features and improvements.
  • Use AI-native tools and workflows to accelerate triage, defect detection, and day-to-day support operations.

Who We're Looking For (Qualifications)

We welcome resourceful, technically sharp problem solvers who are energized by helping customers and by making manual work disappear. You might be a great fit if you have:

• A hands-on, scrappy mindset – you'd rather ship a working fix today than a perfect plan next month.
• Fluency with AI-native tools (AI coding assistants, chat assistants) and a habit of using them to work faster and automate tasks.
• A bias toward automation – when you find yourself doing something twice, your instinct is to script it, then productize it.
• Proficiency in JavaScript/Node.js, comfortable writing scripts, hitting APIs, and building lightweight internal tooling.
• Ability to read application logs, write SQL queries, and investigate issues at the database level, not just at the surface of the UI.
• Direct experience in a customer-facing support role, with the ability to communicate clearly and empathetically with non-technical users.
• Clear, structured thinking when writing up issues – you can turn a messy customer report into a precise, actionable ticket.
• Strong written and verbal English communication skills. You'll be the voice of Symbium in support interactions and the author of documentation that engineers and product rely on.
• Experience operating in an early-stage startup environment where process is still being defined. You know when to improvise and when to establish the standard.
• A collaborative working style. You communicate early, flag blockers before they become fires, and treat engineers, product managers, and customers as partners.

Nice-to-Have Skills

• Experience building or extending internal admin/support tools and customer-support workflows.
• Experience with Zendesk administration or workflow configuration.
• Familiarity with writing automated tests (Playwright, Selenium, or equivalent) to lock in fixes for recurring issues.
• Background in govtech, permitting, land use, or a similarly regulation-heavy domain.

Our Culture & Why You'll Love Symbium

• Mission with Impact: Your work will directly accelerate the adoption of clean energy and make government services more accessible. Every feature you build can help someone install solar panels, get an EV charger, or improve their home with less hassle. If you've wanted to do good with your coding skills, this is it.
• High-Ownership Environment: We believe in ownership and accountability. On our team, everyone trusts each other to deliver results. You'll have the freedom to innovate, make decisions, and drive projects, with the support of experienced mentors when you need it.
• Tight-Knit & Hands-On: We work side by side every day – C-level executives, engineers, and interns alike – sharing ideas and tackling problems together. You'll find us grabbing lunch together, debating product decisions, and jumping in wherever needed to keep things moving. Everyone has a voice, and we focus on collaboration and execution over titles and hierarchy.
• Competitive Benefits: We offer a competitive startup package, including:
• Competitive salary.
• Stock options in a growing, venture-backed company.
• Attractive 401k and health benefits.
• Working alongside a highly mission-driven, small, supportive team of ambitious, smart creatives in an environment that fosters continuous learning and adaptive problem solving. We turn complex challenges into beautiful, impactful solutions.

How to Apply

If Symbium's mission and team resonate with you, we'd love to hear from you! To apply, please send an email to careers@symbium.com with your resume, LinkedIn information, and a brief note about why you're excited to join Symbium.

Applicants must be currently authorized to work in the United States on a full-time basis. Symbium does not provide visa sponsorships at this time.

Symbium is an equal opportunity employer.