Limitless Labs
Open Positions

Founding Support Engineer

GTMUSARemoteFull time

About Limitless Labs

Limitless Labs is building the AI co-pilot for CNC programming, helping manufacturers automate and accelerate machining processes directly inside their existing CAM environments.

We are a rapidly expanding, top-VC-backed startup with an exceptionally talented core team. In under 18 months, we have raised over $25M and are actively collaborating with major global manufacturers in the Aerospace & Defense, Automotive, and Industrial Machinery sectors.

About the Role

We're looking for a Founding Support Engineer to build Limitless customer support function from the ground up. You'll be the founding member of our support organization, designing the processes, tooling, and team that will sit between our customers and our Sales, Product and Engineering teams.

What You'll Do

  • Build the function from scratch: SLAs per customer tier, bug triage, escalation paths, on-call (with R&D), choose stack, workflows and playbooks
  • Own enterprise support day to day: run a dedicated channel human response, and own prioritization, escalations and customer communication
  • Lead the AI transformation of support: design an AI-first model for mid-market customers, with automated diagnosis and self-service first and human escalation within 24 hours, so quality scales without scaling headcount linearly
  • Get ready for self-serve: support customers who download, install and run the product on their own, including installation and environment issues
  • Bridge customers, Product and R&D: surface recurring issues and critical escalations, drive root-cause fixes and influence the roadmap
  • Partner across the company: work with Sales, Engineering and product

What We Are Looking For

  • 5+ years in B2B SaaS technical support, including support leadership, ideally with customers across multiple regions
  • Familiarity with CAD/CAM, manufacturing or engineering software environments
  • Proven experience building a support function from scratch: processes, ticketing workflows, SLAs, escalation playbooks, knowledge bases and dashboards
  • Strong technical depth with complex software products, enough to investigate issues independently and work as a peer with R&D
  • Hands-on experience selecting and implementing support tools (ticketing, CRM, knowledge base, SLA management)
  • Engineering background or hands-on experience with ML/AI-based products is a plus