Technical Customer Support
What will you be doing?
As Our Technical Product Support Specialist, You’ll Be The First Line Of Defense For Customer Technical Issues And The Bridge Between Customers And Internal Teams. You'll Troubleshoot Problems, Build Solutions Using Our Internal Tools, And Surface Insights That Drive Product Improvements. You Will Serve as first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed
Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources
Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements
Document troubleshooting processes and resolutions to build institutional knowledge
What experience, skills, and qualifications are necessary?
- 2+ years in a technical customer support or customer facing operations role, supporting a technical product
- Strong customer service orientation with excellent written and verbal communication skills
- Ability to triage, prioritize, and solve technical problems independently
- Familiarity with SQL concepts, Excel/Sheets, and data analysis
- Detail-oriented, process-driven approach with eagerness to improve systems and workflows
Nice To Have
- Experience working in high growth startups
- Familiarity with BI tools like Hex, Looker, Tableau, etc
- Familiarity with ticketing systems (we use Pylon)