Product Support Specialist

Summary

Join Linear, a fully remote company, as a Product Support Specialist and contribute to the future of our product. You will support customers, investigate and resolve issues, partner with engineering, surface customer insights, and lead strategic projects. Linear offers a competitive salary and equity, excellent work-life balance, and comprehensive benefits. We are looking for someone passionate about technology and quality with excellent communication and customer service skills, and experience troubleshooting technical issues. Familiarity with certain technologies is a plus, but not required. We are an equal-opportunity employer and currently only support hiring within the Eastern & Central US time zones.

Requirements

• Passion about technology, quality, and Linear’s mission
• Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users
• Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile)

Responsibilities

• Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
• Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter
• Partner with our engineering team to document and reproduce bugs
• Surface trends and insights from customer feedback to the team at large to inform product choices
• Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations

Preferred Qualifications

• Familiarity with SQL, Javascript, APIs, and GitHub
• Curiosity to learn more about SQL, Javascript, APIs, and GitHub

Benefits

• Interesting and challenging work
• Work-life balance
• Competitive salary and equity
• Employee-friendly equity terms (early exercise, extended exercise)
• Paid lunch and coffee during workdays
• Work remotely, no commuting to the office
• Paid co-working space/desk at an office
• Health, dental, and vision insurance (US)
• Regular team events and offsites
• 5 weeks of paid vacation
• 4 months of paid parental leave