Product Support Specialist

Summary

Join Linear, a fully remote company, and contribute to the future of our product as a Product Support Specialist. Support customers in end-to-end engagement, from onboarding to debugging issues. Investigate and resolve customer issues across various communication channels. Partner with the engineering team to document and reproduce bugs. Surface customer feedback insights to inform product choices. Lead strategic projects to improve support experience and internal enablement. We offer competitive salary and equity, health insurance, paid time off, remote work, paid parental leave, and more.

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 X
• 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, product operations, and internal enablement

Preferred Qualifications

Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role

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