Support Engineer

Firecrawl is seeking a hands-on Support Engineer to diagnose complex API issues, guide developers through integrations, and ensure customer success. This role acts as a technical bridge between users and the product, involving debugging real-world workflows, shaping support systems, and surfacing insights to improve the platform. The ideal candidate will be adept at technical troubleshooting, process-oriented, and a clear communicator, contributing to both user satisfaction and product enhancement.

Must Have

• Diagnose complex API issues and debug integrations
• Guide developers through integration challenges
• Reproduce and document bugs for engineering escalation
• Provide implementation guidance and clarify technical concepts (APIs, architecture)
• Create support resources, troubleshooting guides, and knowledge base content
• Track issue patterns and collaborate with product/engineering teams
• Ability to build backend systems and write scripts
• Strong troubleshooting skills for isolating root causes
• Process-oriented approach to support interactions
• Clear technical communication skills
• Ability to identify repeat issues and potential product improvements
• Cross-functional collaboration with Engineering, Product, and Growth

Good to Have

• Experience in technical customer-facing roles (support engineer, solutions engineer, dev support, implementation specialist, CSE)
• Supported APIs, SDKs, or other developer tools
• Experience debugging complex integrations or workflow automations
• Built with Firecrawl or similar web scraping/data extraction platforms
• Knowledge of leveraging AI for productivity

Perks & Benefits

• Competitive salary ($60,000-80,000/year for India-based employees)
• Up to 0.10% equity
• Generous PTO (minimum 3 weeks, up to 24 days excluding holidays and sick time)
• 12 weeks fully paid parental leave
• $100/month wellness stipend
• Up to $150/year for learning & development
• Team offsites
• 3 paid months sabbatical after 4 years

About Firecrawl

Firecrawl is the easiest way to extract data from the web. Developers use us to reliably convert URLs into LLM-ready markdown or structured data with a single API call. In just a year, we’ve hit millions in ARR and 65k+ GitHub stars by building the fastest way for developers to get LLM-ready data.

Previously, we built Mendable, one of the first commercially available “chat with your data” applications. We sold to companies like MongoDB, Coinbase, Snapchat, and more. To do this, we spent a surprising amount of time building reliable infrastructure for getting clean data from the web. When we started to see our founding friends rebuilding the same thing, we thought we might be on to something.

Why Firecrawl

• Technical ownership – Lead critical browser technology and infrastructure
• Real impact – Directly shape how our browser stack drives our entire product
• High velocity – Rapid iteration and deployment of your work
• Small team, big ambition – Collaborate closely with founders, influencing key decisions and future directions

About the Role

We’re looking for a hands-on Support Engineer who can diagnose complex API issues, guide developers through integrations, and ensure customers succeed with Firecrawl. You’ll be the technical bridge between our users and the product—debugging real-world workflows, shaping our support systems, and surfacing insights that improve the platform.

What You’ll Do

Technical Support & Troubleshooting

• Respond to Issues: Act as the first line of technical support, responding to customer-reported problems across our various channels
• Debug Integrations: Diagnose API errors, workflow failures, authentication problems, rate-limit issues, and unexpected behavior—working closely with Engineering when deeper investigation is needed
• Reproduce & Document Bugs: Recreate reported issues, provide clear reproduction steps, and escalate validated bugs to the engineering team with full technical context
• Unblock Developers: Help customers resolve integration challenges quickly so they can continue building with minimal downtime

Technical Onboarding & Implementation Support

• Provide Implementation Guidance: Review user workflows or integration plans and offer suggestions to improve reliability, performance, and maintainability
• Clarify Technical Concepts: Explain Firecrawl APIs, best practices, architecture patterns, and performance considerations in a way that makes sense for each customer’s skill level and stack

Documentation & Enablement

• Create Support Resources: Write troubleshooting guides, FAQs, examples, code snippets, and internal runbooks that help customers find answers faster
• Improve Public Documentation: Identify confusing or incomplete areas in Firecrawl’s docs and make updates to help reduce future support load.
• Build Knowledge Base Content: Turn common support issues into clear, reusable solutions for both internal teams and customers

Insights & Cross-Team Collaboration

• Track Issue Patterns: Identify recurring bugs, common configuration errors, and customer pain points that should be addressed in the product or documentation
• Collaborate with Product & Engineering: Provide feedback grounded in real-world customer issues to influence prioritization of bug fixes, API improvements, and usability enhancements

Who You Are

• Hands-On Engineer: You can build backend systems, integrate with APIs, and solve complex technical problems. You read docs, write scripts, and debug edge cases with ease
• Strong Troubleshooter: You excel at isolating issues, reproducing bugs, and identifying root causes. You enjoy digging into APIs, workflows, and infrastructure to figure out what’s really going on
• Process-Oriented: You take chaotic support interactions and turn them into systems, runbooks, troubleshooting guides, and reusable workflows. You naturally look for ways to make support scalable
• Clear Technical Communicator: You can explain complex ideas in a simple way—whether you're talking to a senior engineer, a founder, or a less-technical user. You ask great diagnostic questions and get to the truth quickly
• Pattern Seeker: You naturally see repeat issues, common requests, and potential product improvements. You document everything and bring insights back to the team
• Cross-Functional Collaborator: You work closely with Engineering, Product, and Growth teams, sharing real-world insights from customer issues to improve the product

Bonus Points

• Experience in technical customer-facing roles (support engineer, solutions engineer, dev support, implementation specialist, CSE)
• You've supported APIs, SDKs, or other developer tools
• Experience debugging complex integrations or workflow automations
• You've built with Firecrawl or similar web scraping/data extraction platforms
• You know how to leverage AI to multiply your productivity

What it Means to Join Firecrawl

• High Leverage — Every meeting you book shapes our growth trajectory.
• Autonomy — Own your pipeline, your tools, and your results.
• Remote-First Culture — Collaborate from anywhere, or work out of our new SF HQ.
• Growth Opportunity — Early equity, early ownership, and a chance to define the GTM engine.
• Creative Freedom — Try new tools, test new sequences, and innovate without red tape.

Benefits & Perks

Available to all employees

• Salary that makes sense — $60,000-80,000/year (India-based), based on impact, not tenure
• Own a piece — Up to 0.10% equity in what you're helping build
• Generous PTO — Minimum 3 weeks off required; Up to 24 days (excluding holidays and sick time) without approval.
• Parental leave — 12 weeks fully paid, for moms and dads
• Wellness stipend — $100/month for the gym, therapy, massages, or whatever keeps you human
• Learning & Development - Expense up to $150/year toward anything that helps you grow professionally
• Team offsites — A change of scenery, minus the trust falls
• Sabbatical — 3 paid months off after 4 years, do something fun and new

Interview Process

• Application Review: Send us your stuff, and a quick note on why you're excited
• Initial Chat (~30 min): Discuss your technical experience with our Founding Support Engineer
• Technical Interview (~1 hour): Showcase your ability to troubleshoot customer issues
• Interview with Founders (~30 min): Culture, vision, and long-term fit
• Paid Work Trial (1-2 weeks): Jump into handling real support tickets
• Decision: We move fast

If you’ve ever wanted to join a high-impact support engineering team at one of the fastest-growing AI startups, this is your shot.

👉 Apply now and let’s set something on fire.