Support Engineer

About Kilo: We're building the fastest-evolving open-source AI coding agent to make programming accessible to billions. In just a few months: #1 AI coding tool on OpenRouter, over 250K downloads, countless 5-star reviews, multiple Hacker News front page articles. But we're just getting started.

Kilo Code is more than just another coding tool. We're creating a superset of the best features from existing AI coding agents, combined with our own innovations, all built with community feedback at the core.

The situation: We’re an open source AI coding tool taking on Cursor, Windsurf, and the rest. We just launched our first paid tiers and need to support our growing community from open-source-only community users to Enterprise customers. This is not a bug, it’s your opportunity.

• A customer advocate and systems builder who finds joy in helping people directly and in improving the overall support experience

• As obsessed with efficiency as you are with delight, you want customers to feel cared for, and you know talking to you was their last resort

• Someone who writes templates and macros in your sleep and can't let the same issue go by twice

• Comfortable making judgment calls without waiting for permission — you refund (or don’t), move on, document, improve

• Happy helping open-source devs in Discord and Reddit and also jumping on phone calls to support enterprise customers

• Building the foundation of Support for the future — you’ll shape how we do support as we scale

• Systems thinking: you don’t just close tickets, you make sure we can do it better next time

• Customer and user focus: you’re an expert at putting yourself into the user’s shoes, designing support experiences that exceed expectations at every turn

• Communication precision: fast, clear, calm writing that feels human

• Judgment: you know when to spend an hour reproducing an issue and when to send a helpful link and move on

• Collaboration instinct: you like working with engineers, DevRel, and product to make things better for users and for Kilo Code team members

Week 1 you will:

• Keep the queue in check, while finding at least two new templates you can create

• Identify a missing part of our documentation and submit a PR to fix it

• Tune up our Pylon implementation so we can easily report trends out to the rest of the company

Month 1 you will:

• Eliminate an entire category of tickets through docs, product, and/or automation

• Rewrite most of the docs for our paid tiers to bring style and a clear voice

• Share opinions on the most painful product rough edges with the rest of the company, backed by data

Month 3 you will:

• Iterate on the customer onboarding experience with docs and in-product nudges so free trials become stickier.

• Know the Support queue inside and out. If there are metrics, you know them. If we can automate it, you're on it. If we can’t, you’ve raised it with the right people with data and we’ve decided it’s not worth tackling right now.

• Track every Community and Support trend that matters. If they’re writing to us in a Support case or conversing in a Kilo forum, you’re tracking what they’re thinking. Spot patterns before they become trends.

The work setup:

• Remote, but we ship together in Amsterdam every 2-3 months (think: hackathon energy, not conference rooms). We have an office in SF as well.

• You’ll be answering questions from developers with strong opinions on what’s right and wrong with our products

• The product changes weekly. Your response template from Monday is outdated by Friday.

• We thank people publicly, give feedback directly, and own our mistakes

• You get satisfaction from seeing users succeed and improving how we work together. There won't be a playbook for most things -- you'll have to write them.

• Having built support from a team of 1 before

• Experience supporting developer or AI tools, especially in an open-core business model (bonus points if you’ve vibe-engineered something yourself)

• Informed opinions on how to use tools like Front, Pylon, HubSpot, Slack, and Discord to their utmost – or horror stories of them going wrong

• Building automation or workflows that shaved hours off ticket handling

• Seeing support and community as two sides of the same coin

• Having enough coding and technical knowledge to connect different business tools, or to see that it will be harder than expected

• Wanting someone else to write processes for you to follow

• Believing empathy and efficiency are opposites

• Over-designing process for the sake of having a process

• Comfort with slow

• Links to stuff you’ve written (docs, macros, workflows, automations — anything you’ve built to help people faster)

• A short note on your proudest above-and-beyond support moment or the best “I made this self-serve” moment you’ve had

• Optional: tell us about the most important missing feature from our docs

There is a perfect candidate for this role — and they don’t meet everything we’ve listed here. Research shows women and underrepresented groups are more likely to self-select out when they don’t check every box. If this role excites you and you see yourself in some of what’s here, we want to hear from you.