Support Engineer

• Be the first responder for users via email, Discord, GitHub Issues—answering questions, resolving issues, and delivering help with clarity and empathy.
• Triage incoming requests: categorize issues (bug, billing, feedback, etc.), prioritize based on urgency and impact, and escalate to engineering when needed.
• Reproduce reported technical issues, gather logs, steps, and context so engineers can act quickly and precisely.
• Maintain and improve documentation (internal & external) so users can self-serve more effectively.
• Triage GitHub issues to ensure they have good reproduction steps, clear description, and relevant metadata.
• Identify common patterns in support tickets; working with the team to reduce recurring issues.
• Act as a user advocate inside Zed, ensuring feedback, frustration, and successes from real users influence our roadmap, processes, and improvements.

Product Manager

• Work closely with the highly technical team of Rust Engineers and designers to curate the roadmap and structure priorities in delivering meaningful results.
• Define and drive the product strategy for Zed using data, user feedback and GitHub issues.
• Pair with engineering to evaluate technical tradeoffs, manage capacity, and align roadmaps with realistic timelines.
• Prioritize and sequence work to maximize developer impact, balancing long-term vision with near-term execution.
• Establish frameworks for scoping, planning, and projects, ensuring efficiency and focus across the team.
• Gather feedback from users and internal stakeholders to refine priorities and inform product direction.
• Spend time in Hex and Amplitude to inform priorities and focus on growing the number of deeply engaged Zed users.
• Provide clear communication and documentation that aligns engineering, design, and leadership on objectives and outcomes.

Business Operations

• At its core, this role focuses on scaling Zed, so responsibilities will vary as the needs of the business shift
• Create order from ambiguity, translating startup problems into stage-appropriate solutions
• Drive high quality and high speed decision making across the company
• Design and automate lightweight process across Zed
• Enable everyone at Zed to do their job at their best
• Operate and extend our data stack (dbt + Snowflake + Hex + Amplitude) to enable trustworthy analysis
• Partner with our external accountants and lawyers on monthly financials or our Enterprise MSA
• Formalize and drive our all-company quarterly feedback cadence
• Implement GTM tooling like Clay as we ramp up our business SKU
• Lead the leadership team in building our quarterly board materials
• Background in Data/Analytics/Analytics Engineering, BizOps/RevOps, Finance, Support, or similar "purple people"
• Experience at an engineering-driven, or developer tools, company
• Familiarity with the modern data stack (dbt, Snowflake/BigQuery/Postgres; orchestration; Hex/Omni/Looker)
• Familiarity with retention modeling and cohort analysis
• Join us in revolutionizing the development experience. Your expertise could drive Zed's next game-changing feature!