Senior Product Support Specialist

At Linear, we are on a mission to create a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft.

Founded in 2019, Linear has become the default tool of choice for high-performance teams to build their products. Set up as a fully remote company from the start, our team is currently distributed across a variety of countries across the US, Latin America and Europe (we hire within US/EU timezones). We are a diverse team of individuals, all makers at heart. We love picking up new challenges and care deeply about the quality of our work.

We're looking for a US-Based Senior Product Support Specialist to join our team and deliver the best end to end experience for our engineering customers. As a member of our customer success team, you will work with customers to troubleshoot and resolve support issues. You'll work cross functionally to share customer feedback and insights, contribute to our technical documentation, and engage our customer community via social channels. If you enjoy enabling startups and top development teams to build the next generation of innovative products, we'd love to connect with you!

What you'll do

• Support high-touch customers in end to end engagement including product demos, onboarding, account setup, debugging issues, and feature and integration discovery, etc.
• Partner with our engineering team to surface customer feedback, document and reproduce bugs.
• Investigate and resolve inbound customer issues reported through all communication channels including Slack, Twitter, email, etc.
• Build and engage our Slack community and developer community building integrations with Linear through developer centric events, community initiatives, technical demos, etc.

Requirements

• Passionate about technology, products, and Linear's mission. Experience working with technical or engineering user base.
• Experience troubleshooting technical issues including API's and integration setups (Github, etc.). Ability to reproduce bugs (Slack, Sentry, Zendesk, Figma, etc) in various environments (different browsers, Windows, Mac, Mobile, etc).
• A basic understanding of what web development is and how it works. You don't have to write code but familiarity with GitHub, APIs, Javascript, or SQL is a plus.
• Excellent written communication and customer service skills. Able to present and give demos to enterprise-level customers in an engaging and effective way.
• A strong interest in developer community engagement.