Answering our users’ questions through email, chat, and GitHub issues.
Understanding, reproducing and (where you can) resolving the issues that our customers encounter.
Diving into our codebase to figure out where the issue lies and what a good solution might look like.
Escalating to engineering to resolve highly technical issues.
Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem.
Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions.
Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service.
Building and maintaining trust with our customers.

Requirements

You love helping people and care deeply about providing an excellent customer experience.
You take a logical approach to solving problems and prioritization.
You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others.
You are curious: you love to explore new challenges, but know when you need guidance from someone with more domain experience.
You’re interested in security or open source software, and you believe in our mission.
You’re interested in developing your technical skills: you’re excited about working with others’ code, and you have used GitHub or other source control tools.
You have previous experience working closely with technical teams.
Perhaps you’ve provided support for a technical product, worked in QA, or are taking your first steps to becoming a software engineer.

Benefits

401(k) retirement plan
Paid time off
Health, dental, and vision insurance
Flexible working hours
Work-from-home allowances
Generous vacation and wellness time off
Country-specific holidays
100% paid parental leave for all caregivers
Country-specific life insurance
Disability benefits
Retirement/pension programs
Mobile phone allowances
Education allowances

Applicant Tracking System Keywords

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

Soft Skills

customer experienceproblem solvingprioritizationclear communicationcuriosityexplaining technical conceptsbuilding trustlistening to user needssupport process improvement