Technical Support Engineer, Graphite

Location

Remote

Employment Type

Full time

Location Type

Remote

Department

User Ops

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth‑seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code. Graphite is now part of Cursor, where we're working to collapse the distance between where code is written and where it's reviewed. This role will initially focus on supporting Graphite as part of the broader Cursor Technical Support team, with deeper integration over time.

The Role

• First‑line support : Triage and resolve customer tickets from Slack channels, in‑app feedback, and support emails
• Technical debugging : Investigate customer issues using tools like Datadog, Pylon, Linear, and our in‑house dashboards
• Knowledge building : Create and maintain internal troubleshooting guides and external documentation
• Cross‑functional collaboration : Work with engineering to elevate bugs, with sales on enterprise customer issues, and with product on feature requests
• Process improvement : Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docs

Who You Are

• Support background : Previous experience doing technical support for software engineers or developer tools
• Pattern matching ability : Can quickly identify whether an issue is user error, a bug, or a configuration problem
• Non‑structured learner : Self‑directed, curious, and willing to dig into unfamiliar technical concepts
• Communication skills : Can explain complex technical concepts clearly to both technical and non‑technical audiences

Nice to Haves

• Comfortable with Git concepts (rebasing, merge conflicts, branch management) and ideally have used it professionally
• Experience creating knowledge bases or documentation systems
• Built or customized support tooling (not just used off‑the‑shelf solutions like Zendesk)
• Familiarity with GitHub as a power user (settings, branch protection rules, webhooks)
• Experience with developer tools, CI/CD systems, or DevOps workflows