Product Support Specialist - Remote

Overview

We’re looking for a product support specialist to contribute to the future of our product by surfacing customer feedback and insights, responding to support requests, and contributing to our help guides and engaging with our community.

In Short

• Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter.
• Work closely with engineering team to ensure bugs are documented, reproduced and resolved quickly.
• Surface trends and insights from customer feedback to the team at large to inform product choices.
• Lead select strategic projects to improve the support experience, billing controls and general product operations.
• Quick and scrappy approach to support, with a focus on rapid response times.
• Excellent communication and customer service skills, especially for technical users.
• Experience troubleshooting technical issues, including APIs and integration setups.
• Ability to reproduce bugs across various environments.
• Experience in a high-growth, fast-paced environment, ideally a startup.
• Willing to engage with community and contribute to help guides.

Requirements

• Excellent communication and customer service skills.
• Experience troubleshooting technical issues.
• Ability to work in a fast-paced environment.
• Experience with APIs and integration setups.
• Ability to document and report bugs effectively.
• Experience working with a technical user base.
• Quick problem-solving skills.
• Experience in a startup environment is a plus.
• Willingness to engage with community feedback.
• Ability to work independently with little oversight.

Benefits

• Premium healthcare (medical, dental, etc.).
• Flexible working hours.
• Office space with a beautiful view of the SF marina and Golden Gate bridge.
• Visa sponsorship available for relocation to SF.
• Opportunity to contribute to a fast-growing startup.
• Engagement with a diverse team across the US and Europe.
• Chance to be a founding member of a scaling team.
• Involvement in strategic projects to enhance product operations.
• Collaboration with engineering teams.
• Possibility of career advancement as the company grows.