Support Engineer

SUPPORT ENGINEER

We're looking for a hands-on Support Engineer to make sure our customers succeed with Firecrawl, and to build the systems that let a small team support a fast-growing customer base. You'll diagnose complex API issues, help developers through integrations, and give our most important customers answers they can trust. You'll also be the one who notices the same problem keeps coming up and automates it away, using AI triage, internal tools, agents, or whatever the simplest fix turns out to be.

You'll be the technical bridge between our users and the product. That means using good judgment about what matters most, sharing what you learn with the rest of the team, and owning your work end to end.

Salary Range: $193,000–$218,000 USD/year (SF) / $166,000–$200,000 CAD/year (Toronto)

Equity Range: Competitive equity. Details shared during the process.

Location: Toronto, ON (Toronto Hub) preferred, or San Francisco, CA (SF HQ). On-site, five days a week.

Job Type: Full-Time

Experience: 3+ years

Work Authorization: Must be authorized to work in the United States or Canada. We're not able to sponsor US visas right now. For Canada, we'll consider sponsorship on a case-by-case basis through our Toronto Hub.

ABOUT FIRECRAWL

Firecrawl is the easiest way to turn the web into data AI agents can use. One API call converts any URL into clean, LLM-ready markdown or structured data. It's the boring-hard problem everyone building with LLMs eventually hits, solved.

We hit 8 figures in ARR in year one and more than doubled it in year two. We have 180k+ GitHub stars, putting us in the top 50 repositories of all time, and developers, agents, and category-defining AI companies build on us every day. Growth like this is rare, and we're just getting started.

We're a small team punching far above our weight, working out of SF HQ and our new Toronto Hub. Everyone here owns a real piece of the product and company, end to end, and runs it themselves. No hiding behind process or headcount.

This is a place for people who want to work at the frontier: an AI company building the infrastructure other AI companies run on, not one bolting AI onto an existing product. We move fast, go deep, and are building the tools superintelligence will rely on to gather data from the web.

WHAT YOU'LL DO

- Be the first line of technical support across our channels, with a focus on high-value and enterprise accounts

- Diagnose API errors, failed scrapes and crawls, blocked sites, authentication problems, rate limits, and unexpected output. Go as deep as you need to, and bring in Engineering when it makes sense

- Reproduce issues, escalate confirmed bugs with clear repro steps and full context, and follow up with the customer until it's resolved

- Review customer workflows and integration plans, and suggest simple changes that make them more reliable and easier to maintain

- Triage a busy queue across Slack, email, and chat. Decide what's urgent, what can wait, and which issues need a human instead of our AI agents, without losing momentum

- Understand what the customer is actually trying to do, not just the question they asked, then weigh a quick workaround against a docs fix or a product change

- Advocate for customers with Product and Engineering, using what you see in the queue to shape which bug fixes and API improvements get prioritized

- Treat every repeated question or manual step as a chance to automate: AI triage, drafted replies, smart routing, account and usage enrichment, and at-risk account alerts

- Build lightweight internal tools (debugging scripts, dashboards, agents), simple enough and good enough that others actually use them

- Keep our AI support agents sharp: improve their knowledge sources, review where they go wrong, and decide what stays with humans

- Write the troubleshooting guides, runbooks, and docs fixes that help customers, and our agents, find answers without opening a ticket

- Coordinate handoffs a …