Deliver high-quality technical support across email, Slack, and other platforms, resolving complex issues while ensuring a strong customer experience.
Investigate, reproduce, and troubleshoot software bugs and usability issues across the stack: from helping users implement workflows to identifying and escalating platform issues to Engineering.
Serve as a trusted technical partner in conversations with customers and developers.
Collaborate with Product and Engineering to escalate critical issues and translate customer feedback into actionable roadmap insights.
Create and maintain clear user-facing documentation and internal knowledge bases to enable customers and internal teams.
Design and build internal tools and automations to improve support efficiency and scalability.

Requirements

Driven by high curiosity to understand how systems work and how they can be improved.
Strong empathy for customers, with a willingness to meet them where they are, deeply understand their challenges, and take ownership of driving issues to resolution.
Ability to clearly and confidently communicate complex technical concepts, tradeoffs, and design patterns to both technical and non-technical audiences.
Experience with React, TypeScript, and JavaScript is a strong plus, particularly for debugging frontend issues, APIs, and improving the product experience.
Understanding of databases, with the ability to read, write, and optimize SQL queries for debugging and analysis.
Experience using code repository platforms such as GitHub, GitLab, or Bitbucket.
Working knowledge of CRMs such as Salesforce, HubSpot, or Attio.
Experience with LLMs and AI tooling, with an understanding of how they are applied in practice.
NYC-based and working on-site is a plus; remote candidates within the U.S. are welcome, with occasional travel to NYC for collaboration.
Prior experience in a similar role is preferred, but not required.

Benefits

Competitive salary + equity: if Default wins big, you should too.
Healthcare coverage: we cover 75% medical, 100% dental, 100% vision, and life insurance coverage.
Flexible PTO.
Monthly health & wellness stipend.
Learning and development opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ReactTypeScriptJavaScriptSQLdebuggingAPIssoftware troubleshootingautomationuser documentationtechnical support

Soft Skills

curiosityempathycommunicationproblem-solvingownershipcollaborationcustomer experiencetechnical partnershipfeedback translationscalability