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Support Engineer

CloakedNew York, NYCustomer Acquisition
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Salary
$120K - $160K USD
Job type
Full-time
Posted
26 Aug 2026
Status
Open · checked 7d ago

About this role

The Support Engineer position at Cloaked in New York, NY is an engineering-focused role dedicated to building internal support tools, improving AI-powered support, and resolving complex technical issues. This opportunity suits an experienced builder who wants to eliminate recurring support tickets through automation while helping customers maintain digital privacy.

Role Overview

Cloaked is seeking a Support Engineer to join the Customer Acquisition team in New York, NY. This is a full-time, on-site role that functions as a builder's job first. The individual will spend time designing internal tools and automation to empower the support team, while directly handling technical problems that require deeper investigation.

Key Responsibilities

Build and maintain daily support tools such as account lookups, refund workflows, and recovery flows so agents can resolve issues independently.
Own and improve the Intercom integration for chat and AI support to expand autonomous agent capabilities and refine human handoff points.
Serve as the primary technical escalation point for complex customer issues, trace system states, and query databases to find root causes.
Manage sensitive escalations involving account security, privacy, identity verification, data removal, and account recovery.
Identify ticket patterns to eliminate entire categories of recurring issues through automation.
Establish foundational runbooks, escalation paths, and internal tooling standards as the team grows.

Requirements

Strong background as a builder who prefers creating permanent software fixes over manually handling repetitive tasks.
Comfortable writing code, with the ability to learn, build, and ship effectively across systems.
Fluent in using AI coding assistants to build and debug faster, with a solid understanding of AI support layers.
Capable investigator who can read unfamiliar code, write SQL queries, and analyze logs and traces.
Sound judgment regarding customer access, abuse prevention, and clear communication with both users and engineers.
Hands-on background in trust, safety, privacy, identity verification, fraud review, or account recovery.

Nice to Have

Enterprise or high-touch customer support experience.
Familiarity with Intercom or similar customer-support and chatbot platforms and integrations.
Background in payments or subscription billing.
Experience working with phone or messaging systems, including number provisioning and carrier compliance.
Knowledge of account security and recovery methods like passwords, passkeys, and one-time codes.

Skills and Tools

Python
SQL
Django
PostgreSQL
Intercom

Salary and Benefits

Annual salary ranging from USD 120,000 to USD 160,000.

About the Company

Cloaked is a consumer privacy and identity platform headquartered in New York, NY, on a mission to return personal data control to individuals. The platform allows users to generate unlimited masked identities, phone numbers, and payment cards while scrubbing information from data-broker sites. Backed by a USD 375M Series B, Cloaked has protected over 10 million identities and is currently building the AI-native future of privacy through autonomous defensive agents.

How to Apply

Interested candidates should visit the official Cloaked careers page to submit an application for this position.

Skills and tech stack

PythonSQL

Questions candidates ask

What is the salary range for the Support Engineer role?

The annual salary for this position is between USD 120,000 and USD 160,000.

Where is this job located?

This full-time position is located in New York, NY.

What technical skills are required?

Key technical requirements include working with Python, SQL, Django, and PostgreSQL, alongside experience with AI coding assistants and log investigation.

What will I do in my first 90 days?

In month one, you will work the support queue to learn the product. In month two, you will ship your first internal tool improvements and bug fixes. In month three, you will work independently across support and tooling to improve customer issue resolution.

How do I apply for this position?

You can apply by visiting the official Cloaked careers page.

Ready to apply?

The application is on the official Cloaked careers page.

Apply on company site