Product Support Specialist

Summary

Join Linear, a fully remote company building an issue tracking and project management tool, as a Product Support Specialist. You will contribute to the product's future by gathering customer feedback, supporting product launches, improving technical documentation, and engaging the technical community. This role involves supporting customers, troubleshooting technical issues, partnering with engineering, and identifying trends in customer feedback. The ideal candidate is passionate about technology and possesses excellent communication and customer service skills. Experience with technical users and troubleshooting technical issues, including APIs and integrations, is essential. Linear offers a competitive salary, equity, paid time off, health insurance, and other benefits.

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