Product Support Specialist, Eastern/Central Time

At the company, we're building the product development system for teams and agents. AI is fundamentally changing how software gets built, and we’re shaping the tools this new era requires.

Founded in 2019, the company has become the platform of choice for more than 50,000 companies (including OpenAI, Coinbase, and Ramp) to plan, build, and ship their products. Today, our team is distributed across North America, Europe, and Australia, and we’re continuing to grow internationally. What unites us is relentless focus, fast execution, and a deep care for software craftsmanship.

Over the past years, the company has experienced incredible organic growth and has become an instrumental tool for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist at the company, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.

Location & work mode

The company 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 Eastern or Central 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.

What you’ll do

• 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

What we're looking for

• Passion about technology, quality, and the company’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 the company 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 Eastern or Central Time only.

What we offer

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

Compensation

For US-based candidates, the expected cash compensation range for this role is $95,000—$135,000. For sales roles, this range represents on-target earnings (OTE), including base salary and variable compensation; for all other roles, it represents base salary. Final compensation is determined based on job-related knowledge, skills, and experience. For sales roles, actual earnings vary based on sales performance. Equity is a meaningful part of all offers at the company.

Learn how we think and work

• A story about our mission: Read Me [link for members]

• Building our teams: Why and how we do work trials at the company [link for members]

• How we work: Designing remote work at the company [link for members]

• How the company uses the company: How our Customer Experience team works in the company [link for members]

• A video series: Conversations on Quality [link for members]

• Our recent tender offer: Sharing the company’s growth with the people building it [link for members]

A note on recruitment fraud: all official the company hiring communication comes from an [link for members] [link for members] email address, and all open roles are listed at the company [link for members] We never ask candidates for payment or financial information. Suspicious messages can be reported to [link for members]

The company is an equal opportunity employer. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.