Responsibilities
- Build deep knowledge of product features and user workflows to identify and resolve advanced technical issues.
- Engage with users daily through chat, email, and video to resolve complicated technical challenges and ensure resolution ownership.
- Support community engagement by participating in conversations on social media and user forums.
- Lead end-to-end resolution of technical problems, serving as the main contact while coordinating with engineering and product teams.
- Provide support across various product areas, including account and billing, with flexibility for weekend or holiday coverage.
- Suggest improvements in tools and workflows to increase team efficiency in diagnosing and managing bugs.
- Work across departments to create and refine internal and customer-facing documentation and training resources.
- Identify recurring customer issues and communicate insights to influence product improvements and bug resolution.
Requirements
- Minimum of four years in QA or technical support for a SaaS platform.
- Proven experience working directly with engineering and product departments.
- Hands-on experience debugging issues across Mac, Windows, iOS, and Android environments.
- Strong communication skills with the ability to explain technical details clearly to diverse audiences.
- Demonstrated ability to adapt and remain effective in dynamic or uncertain environments.
Nice to Have
- Familiarity with design tools such as Figma, Adobe Suite, Sketch, or Framer.
- Proficiency in reading and writing one of the following languages: Spanish, Portuguese, Japanese, Korean, German, or French.
Work Arrangement
Remote (Country) — US hubs, remotely in the United States
Other
- Occasional weekend or holiday coverage
- Full time role
