Product Support Specialist

At Linear, we are on a mission to bring magic back to software. To empower product teams to do their best work, we are building an issue tracking and project management tool that combines UI elegance with world-class performance. Founded in 2019, Linear has become the tool of choice for 10,000+ companies to plan and build their products.Linear was set up as a fully remote company from the start. Today, our small but mighty team is distributed across North America and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.Over the past few years, Linear 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 Linear, you’ll contribute to the future of our product by surfacing customer feedback and insights, supporting product betas and rollouts, contributing to our technical documentation, and engaging a technical customer community via social channels.Please note: We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within the North American and European time zones for this role.What you’ll doSupport customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discoveryInvestigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and XPartner with our engineering team to document and reproduce bugsSurface trends and insights from customer feedback to the team at large to inform product choicesLead select strategic projects to improve the support experience, product operations, and internal enablementRequirementsPassion about technology, quality, and Linear’s missionExcellent 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.What we offerInteresting and challenging workWork-life balanceCompetitive salary and equityEmployee-friendly equity terms (early exercise, extended exercise)Paid lunch and coffee during workdaysWork remotely, no commuting to the officePaid co-working space/desk at an officeHealth, dental, and vision insurance (US)Regular team events and offsites5 weeks of paid vacation4 months of paid parental leaveLearn how we think and workA story about our mission: Read MeHow Linear uses Linear:How we think about customer experience at LinearBuilding our teams: Why and how we do work trials at LinearAccel Series B blog post: Building for Quality: Our Investment in LinearOriginally posted on Himalayas

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