Careers

Help us make customer support run itself

Productlane is the customer support platform for software companies, built on Linear. Five people in Munich, profitable, hiring two.

The bet we are making

In most software companies, support headcount grows with the customer count. We think that stops being true this decade. A company with 100,000 customers will answer all of them without a support team.

Productlane is what takes its place. The agent answers the customer directly. When it finds a bug, it files a Linear issue and follows up once the fix ships.

What is left after the agent is usually a real product problem. Some of it is relationship work that belongs with sales. The rest is software work that belongs with engineering.

We also think support is the software category that grows fastest in the AI age. It is the one place you can hand an agent thousands of real conversations and count how many it got right.

Craft is the advantage

We rewrote our whole sync engine so the app feels instant. No customer asked for that on a feature list, and it is the kind of work we would rather spend a month on.

No PM layer

Engineers talk to customers and decide what to build. Where the agent stops and a person takes over is a call you would make, not one handed to you.

Decisions live in Linear

Every decision of any size lands in Linear with the reasoning attached. A year later you can still find out why we did it that way.

Companies that use Productlane today

Where we are

Our agent handles about 24,000 customer conversations a month, and it resolves a large share of them without a human. We want it resolving nearly all of them. Most of what we build this year is aimed at that.

We bootstrapped to hundreds of users before raising $1M from the founders of Linearity, JOKR and MVST. We have been profitable since January 2026, and revenue is growing fast.

Most of that growth is usage-based, because we charge per resolved ticket. So when the agent gets better, we see it in the same month's revenue.

Because we are profitable, the roadmap gets decided by the five of us and the customers who write in.

Once the agent handles the bulk of it, support stops being a team you hire for. We would like every company on Linear to run that way, and eventually every software company.

"Really cool see the tools other folks build on top of the @linear API. @raphael_167 has been one of the early users on Linear and quit his job to focus on this idea to make user insights better and more transparent."

Karri Saarinen · Cofounder, Linear · on X

Practical details

Hybrid, from our office in Munich.
Salary plus equity, for both roles.
Six weeks of vacation, plus German public holidays.
A MacBook, and the desk setup you want around it.
A Wellpass membership, which covers gyms, pools and studios across Germany.

Who you would work with

Five of us today. These two roles make it seven.

Raphael FleckensteinFounder, CEO
Danylo ShchepinEngineering
Khadim FallEngineering
Valeriia MatkovskaDesign
Antonia HartungSupport & Operations

Two open roles

Product Engineer

Munich, hybrid.

Productlane covers a lot of surface for a team of five. A support inbox, a help center, a feedback portal, a changelog, and the AI agent sitting behind all of it. You would work across the whole thing rather than owning one corner of it.

The AI agent is where the biggest opportunity sits. It already resolves conversations end to end, and making support fully autonomous is the most interesting engineering problem we have.

What you would work on

Work directly with Raphael and the other engineers. There is no product or project layer in between.
Build the agent deeper into the product, and connect it to other companies' APIs.
Ship customer-facing features end to end, from the first sketch to the changelog entry.
Work on the collaborative editor our customers write in, and the live sync behind it.
Keep the app fast. Local-first sync means almost every interaction should feel instant.
Find your own work by using Productlane the way our customers do.

What we look for

Two to five years building customer-facing products.
Strong React and TypeScript fundamentals.
A track record of taking a complex feature from idea to shipped.
You care how it feels. Something that works but feels slow is not finished yet.
Enough product judgment to say when something we built is wrong.
Some curiosity about running LLMs in production. You don't need to have done it before.

This is the wrong role for you if

You want to specialize. With five of us, you'd touch the agent, the frontend and the occasional customer email.
You want specs handed to you. There is no PM layer, so the spec is usually yours to write.
You need a fully remote role. This one is hybrid from our office in Munich.
You want the cushion of a larger company. We are profitable, but we are still five people.

Stack

React, Next.js, TypeScript and Tailwind on the frontend. Node, Postgres and Redis on the backend. Zero for local-first sync, Tiptap for the editor, Inngest for background jobs, all on AWS. Linear, Slack and Raycast for everything else. You won't have used all of it, and that's fine.

How we moved our sync engine to Zero

or copy [email protected]

Growth

Munich, hybrid. Base plus commission.

There's already traffic coming in. A few thousand people a quarter find us through Google, and the Linear integrations directory sends a constant stream of teams who work the way we do. Neither channel has had anyone on it full time.

Your first job would be working out which of those actually compounds, then putting real weight behind it.

You'd also sit in the sales calls. We charge per resolved ticket, so the customers worth winning are the ones with serious support volume, and companies like that don't arrive through a signup form. Someone has to talk to them.

What we look for

You can write. Send us something you wrote that you still stand behind.
You know the difference between a post people actually read and one that is correct and ignored.
You have opinions about software, and you can explain them to someone who disagrees.
You'd rather run one experiment properly than five badly.

This is the wrong role for you if

You want to manage a team. You'd be the first person on this full time, so you'd be doing the work.
You want a large ad budget on day one. We'd rather find the channel that compounds first.
You want to hand the writing to an agency or an AI. Writing is most of the job.
You need a fully remote role. This one is hybrid from our office in Munich.

or copy [email protected]

How hiring works here

The process is the same for both roles.

1An email with a link to something you built or wrote, and where you are based.
2A conversation with Raphael, the founder.
3A paid test task on something real from our backlog. We pay for your time either way.
4A longer conversation with the rest of the team.

Neither role fits?

Write to Raphael anyway, especially if you disagree with something above. [email protected]