Upstart 13

Customer Support

• Serve as a front-line point of contact for customers, handling incoming tickets and joining customer calls
• Diagnose and troubleshoot product issues independently, including when engineering support is not immediately available
• Coordinate bug tickets with the engineering team, including joining calls with engineers to understand and scope issues
• Manage product tickets and work closely with the product team
• Work closely with the customer support manager and customer success manager as part of a small, highly collaborative support and success function
• Keep current with a rapidly evolving product — new features, changes, and removals — and apply that knowledge in customer conversations
• Handle frustrated or blocked customers positively, leaving them feeling comfortable and supported
• Uphold the team's existing standard of support quality

Customer Support Associate

Mechanical Engineer

• Work as part of a dedicated MEP team that supports projects on an ongoing basis
• Partner with an existing client-facing senior engineer on production calculations and related mechanical engineering work
• Produce mechanical engineering deliverables in Revit
• Collaborate with assigned internal staff across projects under a matrix assignment model
• Support mechanical scope on projects located in California, including work subject to Title 24 energy compliance requirements

Brand Designer

• Help establish the company’s new visual identity from the ground up.
• Create mood boards, visual references, and initial brand concepts.
• Develop a complete brand book, including colors, typography, visual elements, and brand guidelines.
• Design a modern, cohesive, and user-friendly company website in Figma.
• Translate business and marketing objectives into clear visual concepts.
• Create graphics and visual assets for social media, campaigns, and other digital channels.
• Collaborate closely with the marketing lead throughout the creative and feedback process.
• Prepare organized design files and specifications that can be handed off to a website developer.
• Incorporate feedback efficiently while maintaining consistency across the brand.
• Work quickly to help launch the website and marketing materials as soon as possible.

Brand Specialist, Graphic & Web Designer

Solutions Engineer

• Own the end-to-end AI architecture across LLM orchestration, retrieval, enterprise data integration, and deployment.
• Define architectural standards, best practices, and reusable AI patterns across the platform.
• Evaluate architectural trade-offs involving latency, cost, model quality, scalability, security, and maintainability.
• Define the long-term AI strategy in collaboration with the Delivery Lead and engineering leadership.
• Design intelligent agent architectures, including tool calling, retrieval, planning, multi-step reasoning, and state management.
• Design AI integrations with enterprise data platforms, semantic models, APIs, and knowledge repositories.
• Define AI evaluation strategies covering quality, hallucination detection, grounding, latency, and cost optimization.
• Design observability and monitoring capabilities for AI applications, including prompt performance, model behavior, and operational telemetry.
• Collaborate with cloud infrastructure and security teams to ensure secure, resilient, and compliant deployments.
• Contribute directly to proof-of-concepts and critical implementation efforts when needed.

Customer Support Associate

Mechanical Engineer

Brand Specialist, Graphic & Web Designer

AI Solutions Architect