Product Support Specialist

Accountabilities:

• Customer Support & Onboarding: Support customers throughout their end-to-end experience, including onboarding, account setup, troubleshooting, feature discovery, integration support, and general product guidance.


• Issue Investigation: Investigate and resolve inbound customer issues received through multiple communication channels, including email, Slack, social platforms, and community forums, while providing clear and effective responses.


• Technical Troubleshooting: Diagnose technical problems involving product functionality, APIs, integrations, browsers, operating systems, and mobile environments, adapting troubleshooting approaches to different customer setups.


• Engineering Collaboration: Partner closely with engineering teams to investigate, reproduce, document, and communicate product bugs and technical issues, helping ensure problems are clearly understood and addressed.


• Customer Insights: Identify recurring issues, trends, and valuable feedback from customer interactions and communicate these insights to relevant teams to help inform product improvements and decisions.


• Knowledge & Documentation: Contribute to technical documentation and internal knowledge resources, helping customers and internal teams find accurate information and resolve common issues efficiently.


• Strategic Projects: Lead or contribute to selected projects designed to improve the support experience, strengthen internal knowledge sharing, and enhance product operations.

• Location: Currently based in Canada and comfortable working in a remote-first environment with asynchronous collaboration.


• Technical Customer Support: Experience supporting technical or engineering-oriented users, with a strong understanding of customer service principles and the ability to adapt communication for both technical and non-technical audiences.


• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly, patiently, and effectively across different audiences and communication channels.


• Troubleshooting: Hands-on experience diagnosing technical issues, including APIs, integrations, account configurations, and different user environments such as browsers, Windows, Mac, and mobile devices.


• Technical Curiosity: Strong interest in technology, software quality, and continuous learning, with the curiosity and initiative to develop deeper technical knowledge over time.


• Technical Skills: Familiarity with SQL, JavaScript, APIs, and GitHub is an advantage. Direct experience is not mandatory, but a willingness and ability to learn these technologies is highly valued.


• Problem-Solving: Strong analytical and investigative skills, with the ability to reproduce issues, identify patterns, communicate findings, and work collaboratively toward effective solutions.


• Product Mindset: Passion for high-quality software and customer experiences, combined with the ability to translate customer needs and feedback into useful product and operational insights.


• Role Scope: This is a product support position rather than a product engineering role, making strong customer-facing technical skills and problem-solving ability particularly important.

• Compensation: Competitive salary and equity participation.


• Equity: Employee-friendly equity terms, including extended exercise windows.


• Meals & Coffee: Daily meal and coffee stipend for every workday.


• Workspace: Paid co-working space or desk to support an effective remote working environment.


• Health Coverage: Health coverage provided according to applicable country requirements.


• Paid Vacation: Five weeks of paid vacation in addition to local statutory holidays.


• Parental Leave: Four months of paid parental leave.


• Extended Time Off: A paid month off after four years, with an additional paid month off every two years thereafter.


• Team Connection: Regular team events and off-sites designed to build strong relationships across the distributed team.


• Remote-First Work: No required commute, with a remote-first approach that supports focused asynchronous work and flexibility.

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