{"id":127071,"url":"https://alion.io/job/cloaked-support-engineer","title":"Support Engineer","company":{"id":6534,"name":"Cloaked","domain":"cloaked.com","url":"https://alion.io/company/cloaked","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Django","optional":false},{"name":"Intercom","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-26T17:55:31Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-17T07:35:08Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"About Cloaked\nCloaked is a consumer privacy and identity platform on a mission to give people back control of their personal data. We let anyone generate unlimited identities - masked emails, phone numbers, and payment cards - scrub their information off data-broker sites, and shield themselves from spam, scams, and breaches, all from one app. Backed by a $375M Series B, we've protected 10M+ identities and removed 1B+ records from the data brokers who profit off personal information. Now we're building the AI-native future of privacy: autonomous agents that monitor, manage, and defend your digital footprint for you.\nAbout the role\nOur Customer Success team helps customers every day. The hardest problems need an engineer, and the tools the team relies on need someone to build and improve them. That is this role.\nThis is a builder’s job first. You will spend your time building the internal tools and automation that help our support team resolve issues on their own, while also solving the technical problems those tools cannot handle yet. The two feed each other. Staying close to the support queue helps you understand what to build, and the hardest tickets show you what to build next.\nWhat you'll do\nBuild internal support tools. Build and maintain the tools our support team uses every day, including account lookups, refunds, account recovery flows, and more, so agents can resolve issues themselves instead of escalating.\n\nImprove AI-powered support. Own and improve our Intercom integration across chat and AI support, expanding what AI agents can resolve and sharpening the handoff points where a person needs to step in.\n\nOwn technical escalations. Serve as the escalation point when a customer issue is too complex for the front line. Investigate account and system state, query the database, trace the issue across our systems, and either fix it directly or route it to the right team with a clear write-up.\n\nHandle sensitive cases. Manage escalations involving account security or privacy, including account recovery, identity verification, and data-removal requests, with the judgment and care those situations require.\n\nEliminate recurring issues. Identify patterns behind recurring tickets and turn them into tools or automation that remove that category of issue rather than solving it one ticket at a time.\n\nHelp build the function. Establish the first runbooks, escalation paths, and internal tooling standards as the function grows.\n\nWhat we're looking for\nYou are a builder. You like shipping internal tools that people use every day, and you take pride in tools that quietly remove work. You would rather build the fix than handle the same ticket ten times.\n\nYou are comfortable in code. Our systems are primarily built with Python and Django on PostgreSQL. Deep experience with this stack is welcome, but the ability to learn, build, and ship matters more than any one language.\n\nYou work fluently with AI. You use AI coding assistants to build and debug faster, and you are comfortable improving an AI-powered support layer. You understand what AI agents can handle, where they should hand off to a person, and how to make them better.\n\nYou can investigate. You can read unfamiliar code to understand why a system behaved a certain way, write SQL to answer questions, and use logs and traces to find the root cause.\n\nYou have good judgment with customers. You can balance customer access with abuse prevention, and you communicate clearly with both customers and engineers.\n\nYou have hands-on trust and safety or privacy experience. You have worked with identity verification, fraud or abuse review, data deletion or subject access requests, account recovery, or account takeover, and understand the judgment these situations require.\n\nNice to have\nEnterprise or high-touch support experience. Experience supporting key accounts or serving as a named technical point of contact for customers.\n\nExperience with Intercom or a similar customer-support and chatbot platform, including its integrations and AI features.\n\nExperience with payments or subscription billing.\n\nExperience with phone or messaging systems, such as one-time codes, number provisioning, or carrier compliance.\n\nFamiliarity with account security and recovery, including one-time codes, passwords, and passkeys.\n\nYour first 90 days\nMonth 1: Work the support queue and learn the product from the inside, resolving common issues with the tools we already have.\n\nMonth 2: Ship your first improvements to the internal tools, and start fixing bugs in the codebase.\n\nMonth 3: Work independently across support and tooling, and make a meaningful improvement to how the team resolves customer issues.","description_format":"text","description_chars":4694,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Information Security"],"lifecycle":[{"event":"open","at":"2026-08-26T17:55:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":5,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.722,"p_room":0.75,"age_days":51,"expected_fill_days":62,"reasons":["conf:1","win:late"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/cloaked-support-engineer","json_url":"https://alion.io/job/cloaked-support-engineer.json","meta":{"generated_at":"2026-10-17T08:40:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11564,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6534},"rest":"https://alion.io/mcp/rest/get_company?id=6534"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloaked-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloaked-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloaked-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloaked-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloaked-support-engineer"}]}