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About the role
Key responsibilities & impact- Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
- Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
- Write clear, structured bug reports and feature requests for the Engineering and Product teams
- Communicate status updates and resolutions back to customers in a timely, professional manner
- Identify patterns in recurring issues and surface them proactively to the product team
- Maintain and improve support documentation, FAQs, and internal runbooks
- Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
- Track all open issues and ensure nothing falls through the cracks
Requirements
What you’ll need- 2-5+ years of experience in a technical support, customer-facing operations, or similar customer-facing role
- Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
- Stays calm under pressure and knows how to de-escalate without losing momentum
- Highly organized - comfortable managing multiple open issues simultaneously without losing context
- Technical enough to ask the right diagnostic questions and understand product workflows, even without writing code
- Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more
- Comfortable in a fast-moving startup environment where processes are still being built.
Benefits
Comp & perks- Competitive compensation and equity plan.
- Full healthcare benefits - extended health care, dental, vision, and life insurance.
- Monthly office stipends for lunch and commute-related benefits.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
exceptional communicatorcalm under pressurede-escalationhighly organizedmanaging multiple issuesclear writingcomposed over videohandling frustrated customers