About Freshpaint

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today

2. Future additional product lines! Our core product provides a platform that we're building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we need employees to be based in the US. Many of our team is concentrated in various metro areas like SF or NYC.

To balance out our remote-ness, we gather the team 2-4 times per year for offsites. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, and California wine country in the recent past.

We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool.

If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

The Role

The Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements. This role is critical in increasing support efficiency, reducing resolution time, and building a scalable support function that enhances customer satisfaction and retention. By fostering collaboration between Support Engineering, Product, and Customer Success teams, this leader will ensure a seamless post-sales experience, contributing to Freshpaint’s long-term customer trust and growth.

In this role, you will accomplish:

• Improve Support Efficiency & Ticket Resolution Time – Reduce average ticket resolution time by X% within the first 6 months through optimized processes and better tooling.

• Enhance Product Reliability & Customer Trust – Implement structured incident response and escalation processes to ensure faster resolution of critical customer issues.

• Scale & Develop the Support Engineering Team – Hire, onboard, and coach a high-performing team that aligns with Freshpaint’s values and goals.

• Drive Proactive Support & Self-Service Capabilities – Build a more robust knowledge base and implement automation strategies to reduce ticket volume.

• Strengthen Engineering Collaboration – Improve the relationship between Support Engineering and Product/Engineering teams to ensure better customer advocacy and feedback loops.

What You’ll Do (Day-to-Day Responsibilities):

• Lead and manage a team of Support Engineers, providing mentorship, training, and performance management.

• Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction.

• Partner with Product and Engineering teams to ensure rapid response to critical customer issues and drive long-term reliability improvements.

• Establish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality.

• Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks.

• Collaborate with Customer Success to ensure a seamless post-sales support experience, helping customers maximize value from Freshpaint.

• Develop reporting and analytics to measure and continuously improve the effectiveness of the support team.

• Serve as a voice of the customer, identifying recurring issues and advocating for product improvements.

Requirements - What You’ll Bring:

Must-Haves:

• Proven Experience in Support Engineering Management – 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment.

• Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems.

• Customer-First Mindset – Demonstrated ability to balance technical priorities with customer impact, ensuring seamless post-sales support.

• Operational & Process Improvement – Experience in implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion.

• Cross-Functional Collaboration – Ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues.

Nice to Have:

• Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical.

• Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements.

• Experience leading a global or distributed support team in a high-growth environment.

Benefits - what we offer in return:

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.

• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

• Freshpaint Fridays: Half-day Fridays. Every week.

• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

• 100% remote

• Flex in-office if you want with $150 WeWork credits each month

• 401k

• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

• Mental health benefits - therapy appointments and more covered by the company

• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

• Generous parental leave

• Paid Spotify

• Health & Wellness benefit – gym membership or similar covered

• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past. Ask us about the legendary Jackson offsites!

• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors.

If you are interested in reading more about our team and our values, check out our team page.

Interested? How to apply

Please reach out even if you don’t meet all criteria! If you’re smart and driven, we’d love to hear from you.

What happens after you apply

If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.