Support Engineer

Graphite builds high-quality tools for modern software engineering teams, so they can ship faster and create amazing products.

Our product

Graphite is modern code review for fast-moving teams - we help engineers write and review better pull requests, stay unblocked, and ship faster.

We started Graphite because we missed internal code review tools like Phabricator (at Facebook) and Critique (Google) that help engineers create, approve, and ship incremental changes. We want to make well-designed, high-quality developer tooling accessible to everyone.

Our company

We’re a small-but-mighty team of 30 based in Manhattan in the heart of Soho, with a passionate and rapidly growing group of users at top engineering orgs like Shopify, Snowflake, Ramp, and Asana.

In 2025, we closed our $52mm Series B led by Accel, a16z, Anthropic Anthology Fund + Menlo Ventures, The GP, Shopify Ventures, and more. Our board consists of the investors behind Linear, GitHub, and Atlassian.

Our culture centers on putting people first, applying science and craft, practicing disciplined ambition, and giving ownership - both literally (with equity) and in the responsibility and scope you’ll have as a part of our early team. Outside of work you’ll find us brewing espresso drinks, producing music, or practicing yoga. We can’t wait to see what you’ll add to the mix!

About the role

Graphite is growing rapidly, we're looking for a highly motivated support engineer to help us scale our customer support effort.

Rethinking the way fast-moving software engineering teams write and review code every day is no small feat, and we believe that the best solutions are built when most talented, ambitious, and dedicated people with diverse backgrounds come together.

What you'll do

• Be an early member of our Operations team and have an outsized impact on the Graphite’s future scale and growth

• Spearhead the development and implementation of our customer support, including building our team from the ground up and perfecting our communications to customers and enforcing SLAs

• Provide exceptional support to our customers via multiple channels, addressing inquiries and resolving issues in a timely and professional manner, and build strong relationships over time while educating customers on our platform

• Capture and record the most common technical support questions on Graphite, and create tools or systems to categorize the and translate common questions into improved docs and a knowledge base

• Create scalable processes that others can follow, build strong cross-functional relationships & help to define a strong support team culture

What we're looking for

• Demonstrated track record of supporting customers of developer tools, with 3-10 years of experience in similar roles. We are interviewing candidates of multiple levels for this role.

• An engineer with previous technical troubleshooting and/or programming experience OR experience providing first class customer support to users of a technical product

• Excellent written, verbal, and visual communication skills

• Organized, quantitative, and iterative - constantly tracks, measures, and improves upon their own processes

• Scrappy and autonomous - solves problems independently and efficiently

• Ownership mentality - demonstrated willingness to go above and beyond & roll up your sleeves to achieve desired outcomes

Life at Graphite

• Competitive comp: ($140k-180k salary + equity depending on experience). We're backed by some of the best investors and excited to offer competitive compensation packages.

• Role trajectory: We're excited to build a team whose roles, responsibilities, and comp grow as we do.

• Health and wellness: Top-tier health, dental, and vision coverage and 16 weeks paid parental leave for new parents.

• Time to decompress: We ask that our team take 4 weeks of vacation a year to unplug and unwind in addition to all federal holidays.

• Relocation expenses: We're an in-person, NYC-based team, and we're happy to help with your relocation expenses!

• The team that eats together: Company-paid lunch, snacks, and coffee during workdays.

• Commuter perks: Ride around NYC with an Unlimited MetroCard, on us.

• 401(k): Helps you save for retirement.

As a team, we're very aware of the systemic structural issues that have created inequalities for many communities, especially in the tech industry. We recognize that women and underrepresented minorities are statistically less likely to apply for a role that they feel unqualified for. If you are interested in this role but you’re concerned about not meeting all requirements, we encourage you to apply anyway - we'd love to get to know you and see if there's a place for you here at Graphite!