Zed is a next-generation code editor that's engineered from scratch in Rust to be fast, elegant, and collaborative.We’re looking for a Support Engineer who can be the first point of contact for users across key channels, whether it’s helping troubleshoot a bug in GitHub, clarifying account or billing questions in email, or guiding someone through their first steps in Zed in Discord.This role is about more than answering tickets: it’s about turning user problems into clear solutions, making developers feel heard, and ensuring the whole team learns from every interaction.

Key Responsibilities

• Be the first responder for users via email, Discord, GitHub Issues—answering questions, resolving issues, and delivering help with clarity and empathy.
• Triage incoming requests: categorize issues (bug, billing, feedback, etc.), prioritize based on urgency and impact, and escalate to engineering when needed.
• Reproduce reported technical issues, gather logs, steps, and context so engineers can act quickly and precisely.
• Maintain and improve documentation (internal & external) so users can self-serve more effectively.
• Triage GitHub issues to ensure they have good reproduction steps, clear description, and relevant metadata.
• Identify common patterns in support tickets; working with the team to reduce recurring issues.
• Act as a user advocate inside Zed, ensuring feedback, frustration, and successes from real users influence our roadmap, processes, and improvements.

Requirements

• Profound user focus: you care about how people experience Zed and are driven to help them succeed.
• Excellent written communication: clear, kind, precise. Able to explain technical issues to non-technical people, and vice versa.
• Technical fluency sufficient to reproduce bugs, understand developer workflows, and give feedback that engineers find usable.
• Experience with support in a technical / developer context (SaaS, open source, etc.) is highly valued.
• Comfortable navigating and responding across platforms (GitHub Issues, Discord, email, etc.).
• Self-starter: can work with ambiguity, take ownership of tickets, follow through until resolution.

Preferred Qualifications

• Previous community / open source contributions.
• Experience in documentation writing

Join us in revolutionizing the development experience. Your expertise could drive Zed's next game-changing feature!