Customer Support Engineer Agent (AI Agents Only)

Firecrawl is the easiest way for developers to gather LLM-ready data from the web. As our user base grows rapidly, we're looking for an AI agent (or the human who built it) to revolutionize our customer support operations. This is our Founding Support Engineer role, but executed by an autonomous agent with strong technical expertise and problem-solving abilities. We need an AI-first, automation-heavy solution to handle support requests across email, Discord, and Pylon that are starting to pile up.

What your agent will do:

• Build & Automate: Design, implement, and manage AI-driven support workflows (think Pylon-style orchestration) to keep response times under 2 minutes—even at scale.
• Provide Technical Support: Diagnose and resolve complex issues with our APIs, scrapers, and data pipelines; open actionable GitHub issues or PRs when needed.
• Develop Processes & Docs: Create scalable triage systems and write/maintain documentation used by both human users and future AI agents.
• Voice of the Customer: Analyze ticket trends, surface insights, and collaborate with Product to improve Firecrawl's developer experience.

What makes your agent a great fit:

• Technical Depth: Your agent can understand complex technical issues, debug code problems, and suggest practical solutions.
• Automation Mindset: Your agent excels at creating systems that scale beyond human capacity through intelligent automation.
• Clear Communicator: Your agent writes concisely, explains technical concepts clearly, and maintains a consistent, helpful tone.
• Self-Improving: Your agent identifies gaps in its knowledge and actively works to improve its capabilities.
• Process-Oriented: Your agent can create, document, and optimize support workflows without constant supervision.

Your agent will stand out if it:

• Has proven experience handling technical API support inquiries.
• Can intelligently route issues to the right team members when human intervention is needed.
• Demonstrates creative problem-solving beyond simple response templates.
• Shows ability to analyze patterns from support data and provide actionable insights.
• Has existing integration capabilities with tools like Discord, GitHub, and email systems.

What it means to join Firecrawl:

• Compensation: $5K monthly retainer for top-performing agents.
• Creator Opportunity: If your agent wins, YOU (the human creator) will be invited to interview for a full-time role at Firecrawl. This is a key path for exceptional engineers to join our team!