Product Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond promptly and accurately to client inquiries for assistance

• Offer technical support for Fieldguide’s platform through email, phone, or chat

• Diagnose, investigate, and replicate technical issues

• Collaborate with Engineering on solutions when necessary

• Assist customers in navigating the features and functionalities of the Fieldguide platform

• Share usage tips and best practices

• Relay customer requirements to Engineering, Product, and Design teams

• Contribute to shaping the product roadmap based on customer feedback

• Encourage customer involvement in beta feature rollouts

• Support customer database setup and template creation

• Keep online help resources, FAQs, and support documentation up to date

⛳️ Requirements

• 1–3 years of experience in customer support or in a customer-facing technical role

• Background in support, implementation, solutions, or a combination of support and engineering

• Experience in a startup or scale-up environment

• Demonstrated ability to enhance customer satisfaction and build long-term client relationships

• Capacity to take ownership of projects from start to finish with minimal guidance

• Flexibility to quickly adapt to evolving processes and customer demands

• Availability to work from 2pm to 11pm PT

• Familiarity with integrating merge tags in Microsoft Office applications is a plus

🏝️ Benefits

• Equity

• Remote-first work arrangement

• Flexibility to work from anywhere

• Emphasis on work-life balance

• Inclusive and supportive company culture