Product Support Specialist

TL;DR

Product Support Specialist (SaaS): Supporting customers through onboarding, debugging, and feature discovery with an accent on technical troubleshooting and feedback loop management. Focus on investigating API/integration issues and collaborating with engineering to improve the product based on customer insights.

Location: Remote (must be based in a European time zone)

Company

A product development system for teams and agents, used by leading companies such as OpenAI, Coinbase, and Ramp.

What you will do

• Provide end-to-end customer support, including onboarding, account setup, and feature discovery.
• Investigate and resolve technical issues reported via email, Slack, Twitter, and Reddit.
• Partner with the engineering team to document and reproduce bugs.
• Surface trends and customer insights to the broader team to inform product development.
• Lead strategic projects to improve support operations and internal knowledge sharing.

Requirements

• Experience working with a technical or engineering user base.
• Ability to troubleshoot technical issues, specifically APIs and integration setups.
• Capability to reproduce bugs across various browsers and operating systems (Windows, Mac, Mobile).
• Must be based in a European time zone.

Nice to have

• Familiarity with SQL, Javascript, APIs, and GitHub.

Culture & Benefits

• Competitive salary and equity with employee-friendly terms.
• Daily meal and coffee stipend for every workday.
• Paid co-working space or desk.
• Health coverage based on country requirements.
• 5 weeks paid vacation plus local statutory holidays.
• Generous parental leave and a paid month off every 2-4 years.