Project Growth is hiring a
Technical Support Specialist, Remote - South Africa

Summary

The job is for a Technical Support Specialist who will serve as the main point of contact for technical inquiries related to the Moxie Suite. The role involves bug triage, resolution, communication with stakeholders, analysis, and knowledge management. Remote work is required during 9AM - 6PM EST.

Requirements

• Previous experience with bug tracking and project management tools, along with troubleshooting and debugging code
• Strong analytical skills to identify, prioritize, and resolve technical issues
• Ability to clearly document findings and communicate effectively with technical and non-technical stakeholders
• Comfortable with a basic-intermediate level of SQL, navigating BI tools (Metabase specifically), and reading logging and monitoring systems (Datadog specifically)
• Programming experience is a nice to have, with the ability to make updates to production systems safely
• Ability to operate independently, make judgment calls on bug severity, and prioritize tasks without close supervision

Responsibilities

• Serve as the main point of contact for technical inquiries related to the Moxie Suite, providing guidance and support to the provider success and onboarding teams
• Bug Triage and Resolution: Act as the first line of defense for reported bugs, gathering necessary information, prioritizing issues (Sev 1, Sev 2, Sev 3, Sev 4), and outlining steps for resolution
• Verify bug fixes and updates from development teams to ensure successful resolution of reported issues
• Communicate with relevant stakeholders, including PSMs, engineers, and providers, to provide updates on bug triage status and resolution timelines
• Analyze bug trends and patterns to identify recurring issues and potential areas for improvement, contributing to product quality enhancement
• Document FAQs and maintain resources in Notion to educate internal teams on Moxie Suite functionalities and processes
• Manage and optimize the Django Admin tool, ensuring it is efficient and user-friendly for internal teams

Benefits

Remote work is required during 9AM - 6PM EST