Product Support Specialist, Pacific/Mountain Time

Навыки

• Общение с клиентами
• Отладка и поиск ошибок
• GitHub
• HR-процессы
• JavaScript
• SQL
• Windows

О компании и продукте

• Designing remote work at Linear https://linear.app/now/designing-remote-work-at-linear
• How Linear uses Linear: How our Customer Experience team works in Linear https://linear.app/now/cx-in-linear
• A video series: Conversations on Quality https://linear.app/quality
• Our recent Series C Fundraise https://linear.app/now/building-our-way and Giving our team liquidity https://linear.app/now/giving-our-team-liquidity-through-linear-s-first-tender-offer

Задачи

• 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, Twitter, and Reddit
• 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

Требования

• 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)
• 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
• Based in U.S. or Canada Pacific or Mountain Time only

Условия

• We're a small, focused team that cares deeply about the quality of our work and the people we do it with. Here's what you can expect
• Competitive salary and equity
• Employee-friendly equity terms including early exercise in the US and extended exercise windows
• Daily meal and coffee stipend on every workday
• Paid co-working space or desk
• Health coverage (based on country requirements)
• 5 weeks paid vacation, plus local statutory holidays
• 4 months paid parental leave
• Paid month off after 4 years & every 2 years thereafter
• Regular team events and off-sites
• Remote-first with no required commute
• Learn how we think and work
• A story about our mission: Read Me https://linear.app/readme
• Building our teams: Why and how we do work trials at Linear https://linear.app/blog/why-and-how-we-do-work-trials-at-linear
• Linear is a remote-first company, with optional co-working offices in San Francisco, New York, and London
• This role is open to candidates based within U.S. and Canada Pacific or Mountain Time
• You can work from anywhere within those time zones
• We value deep focus and async collaboration, with intentional moments to connect in person through team off-sites, optional co-working, and occasional travel

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