Product Support Specialist

About Our Client

A growing organization is on a mission to bring magic back to software. To empower product teams to do their best work, it is developing an issue tracking and project management tool that combines UI elegance with world-class performance. Since its founding in 2019, this company has become the tool of choice for 10,000+ companies to plan and build their products.

Structured as a fully remote company from the outset, the team consists of talented individuals distributed across North America and Europe. What unites this team is relentless focus, fast execution, and a passion for software craftsmanship. Everyone involved is a maker at heart and deeply values the quality of their work.

Over the past few years, the organization has experienced incredible organic growth and has become an instrumental tool for many of the world’s best product teams. The belief is that customer support should always feel like an extension of the product experience. As a Product Support Specialist, you will contribute to the future of the product by surfacing customer feedback and insights, contributing to technical documentation, and engaging a technical customer community through social channels.

What you’ll do

- Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature, and integration discovery.

- Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter.

- Partner with the engineering team to document and reproduce bugs.

- Surface trends and insights from customer feedback to the wider team to inform product choices.

- Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations.

Requirements

- Passion for technology, quality, and the organization's mission.

- Excellent communication and customer service skills with experience working with a technical or engineering user base. Ability to adapt communication to suit non-technical users.

- Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs in various environments (different browsers, Windows, Mac, Mobile).

- Familiarity with SQL, JavaScript, APIs, and GitHub is a plus. Curiosity to learn more in these areas is desirable as well; please note that this is not a product engineering role.

What is offered

- Interesting and challenging work.

- Work-life balance.

- Competitive salary and equity.

- Employee-friendly equity terms (early exercise, extended exercise).

- Paid lunch and coffee during workdays.

- Remote work, eliminating the need for commuting.

- Paid co-working space/desk at an office.

- Health, dental, and vision insurance (US).

- Regular team events and offsites.

- 5 weeks of paid vacation.

- 4 months of paid parental leave.

At this time, it can only support hiring within Eastern & Central US time zones.