Serve as the first point of contact when bugs or technical issues are reported
Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets
Assign severity (Sev 1–4) using defined guidelines
Resolve straightforward issues independently when possible
Identify the appropriate engineer for escalation when needed and coordinate resolution
Verify fixes in staging or production and confirm issues are fully resolved
Communicate status and timelines clearly to PSMs, engineers, and other stakeholders
Act as a go-to internal resource for questions about how Moxie Suite works
Answer questions in Slack and other internal channels with accurate, timely guidance
Test behavior in staging environments to validate answers
Build and maintain internal FAQs and SOPs in Notion
Create Looms or written guides to reduce repeated questions and interruptions
Use Django Admin to support internal teams and safely resolve data issues following documented procedures
Run basic SQL queries and use Metabase to investigate issues
Review logs and metrics in Datadog to understand system behavior
Document all manual interventions and follow established guardrails for production changes
Identify recurring bug patterns or support issues
Share insights with Engineering and Product to help improve system quality
Contribute feedback that helps reduce future support load

Requirements

Experience working in a technical support, support operations, or support engineering role
Experience with bug tracking or ticketing tools (e.g., Linear, Jira)
Strong analytical skills and ability to triage and prioritize issues
Ability to clearly document findings for technical and non-technical audiences
Comfort with basic-to-intermediate SQL
Experience using BI tools (Metabase preferred)
Experience reading logs and monitoring systems (Datadog preferred)
Comfort making safe, well-documented updates in production systems using established processes.

Benefits

We believe in creating a workplace where everyone feels valued, trusted, and included.
Medical benefits.
Flexible work arrangements.
Professional development opportunities.
Team bonding activities.

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLbug trackingticketing toolsDjango AdminMetabaseDatadoganalytical skillsdocumentationtroubleshootingissue prioritization

Soft Skills

communicationproblem-solvingcoordinationattention to detailtime managementcustomer servicecollaborationadaptabilitycritical thinkingresourcefulness