Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will resolve customer technical issues through support tickets, provide technical guidance, and meet ticket volume and resolution-time targets. You will maintain the knowledge base, communicate customer-facing updates during outages and incidents, and report bugs for engineering triage. You will work Saturday through Wednesday, with required office attendance on Mondays and Wednesdays.
Requirements
- Prior software development or relevant technical support experience
- Ability to work efficiently in a fast-paced, high-volume support environment with strict productivity metrics
- Time management and ticket triage skills
- Comfort with performance tracking and regular reporting
- Communication skills
- Experience with support tools and ticketing systems such as Zendesk
Responsibilities
- Resolve technical product issues and bugs through customer support tickets
- Provide technical guidance while meeting ticket volume and resolution-time targets
- Collaborate with the Support team to share user feedback
- Contribute to and maintain the Support Knowledge Base
- Support customer-facing outage and incident communications
- Report ongoing bugs for engineering triage and resolution
Benefits
- Equity
- 401(k) program with 4% match for US employees
- Health, dental, vision, and life insurance
- Short-term and long-term disability coverage
- Paid parental, medical, and caregiver leave
- Flexible time off and holidays
- Commuter benefits for eligible in-office US employees
- Monthly wellness stipend
- In-office setup reimbursement for eligible employees
- Quarterly team gatherings
- In-office amenities for eligible employees