2 min lesson
Hand over the chat, not a dry report
Describe what "Report → reproduce & triage → self-serve or escalate → fix/roadmap → docs" changes in practice.
Step 1 of 2
How Cursor's own team escalates today: investigate in ask mode first - is this a bug, can we fix it quickly, or can we educate the user better? - and gather your own context so engineering isn't thrashing on the basics. When it does need to go up, share the actual Cursor chat directly rather than a one-line “this looks like a bug.” The engineer sees where you got, what the end state was and what you already ruled out. In hypergrowth that line between support and engineering blurs anyway: support sometimes fixes the bug or ships the small feature itself with Cursor.
“The chat shows what we tried, where it failed and the exact end state. That gives Engineering real context, not a dry 'this looks like a bug' report.”
A single ticket is a fix request. Forty tickets that rhyme are a product signal. Part of the job is noticing the rhyme - “privacy mode silently disables indexing and nobody's told” - and packaging it so Product can prioritize. That aggregation is where a TSE quietly steers the roadmap.
Cursor's org is flat and runs on a “many hats” expectation. In a single week you might write a log parser on Monday, hop on an enterprise SSOSingle Sign-On. One company login (usually via SAML or OIDC) instead of a separate password per tool. Press Enter for the full definition. call Wednesday and draft a KB article Friday. The AMER role is offered as remote, New York or San Francisco, with in-person SF presence culturally favored.
In the cross-functional round, draw the loop out loud: report → reproduce & triage → self-serve or escalate → fix/roadmap → docs. Then say where you add the most impact - turning vague reports into clean repros and aggregating tickets into roadmap signal. Showing you understand the flow, not just your inbox, is what the round is grading.