Responsibilities
- Take full ownership of technically challenging customer issues, managing them from first report to root cause resolution.
- Diagnose problems across APIs, third-party integrations, log data, and underlying infrastructure, going beyond surface-level UI concerns.
- Recreate reported issues, control variables, and determine root causes tied to configuration, user behavior, or product flaws.
- Collaborate directly with engineering teams, providing well-documented, actionable reports and debugging information for escalation.
- Engage with Product and Research teams to assess system performance against expected outcomes.
- Communicate technical details clearly and concisely to customers in non-technical language.
- Develop and refine internal runbooks, troubleshooting workflows, and public-facing documentation.
- Analyze recurring support tickets to detect trends and recommend improvements to products or internal processes.
- Promote a customer-centric culture by maintaining proactive communication and end-to-end issue ownership.
Benefits
- Fully remote work environment with a globally distributed team.
- High-quality healthcare plans with multiple options, all fully subsidized, plus vision, dental, and 401k availability.
- Unlimited, flexible paid time off for salaried employees, in addition to 15 company-recognized paid holidays.
- Dedicated funding for learning, professional development, certifications, and industry events.
- Active commitment to diversity, equity, inclusion, and equal opportunity employment.
Work Arrangement
Remote (Worldwide)
Team
Distributed global team with periodic in-person gatherings
Other
- Fully remote position
- Completely remote global team
- Occasional team meetups a few times per year
- Generous one-time stipend for home office equipment
- Annual budget for workspace upgrades
- Monthly allowance for internet and phone costs
- Unlimited flexible time off policy
- 15 paid company holidays annually
