Product Support Specialist – APAC

This is a fully remote position, open to applicants in Australia, +1 more country.

📋 Description

• Engage with customers throughout their journey, providing support with onboarding, account configuration, troubleshooting issues, and discovering features and integrations.

• Address and resolve customer inquiries received via email, Slack, Twitter, and Reddit.

• Collaborate with the engineering team to document and replicate bugs effectively.

• Highlight trends and insights from customer feedback to guide product decisions.

• Drive strategic initiatives to enhance the support experience, promote internal knowledge sharing, and optimize product operations.

• Provide high-touch Enterprise support at scale, managing complex account requirements in collaboration with Customer Success and Sales teams.

• Assist in creating technical documentation and engage with a technical customer community through social media channels.

⛳️ Requirements

• A strong enthusiasm for technology, quality, and Linear's mission.

• Exceptional communication and customer service skills, with experience engaging a technical or engineering audience.

• Capability to modify communication styles for non-technical users.

• Proven experience in troubleshooting technical issues, including APIs and integration configurations.

• Proficiency in reproducing bugs within Linear and its integrations across various environments, including different browsers, Windows, Mac, and Mobile.

• Familiarity with SQL, JavaScript, APIs, and GitHub is an advantage.

• A strong desire to learn SQL, JavaScript, APIs, and GitHub is preferred.

• Must be currently located in Australia or Singapore.

🏝️ Benefits

• Competitive salary and equity package.

• Employee-friendly equity terms, including early exercise in the US and extended exercise windows.

• Daily meal and coffee stipend on all workdays.

• Paid co-working space or desk allowance.

• Health coverage in accordance with country requirements.

• 5 weeks of paid vacation, in addition to local statutory holidays.

• 4 months of paid parental leave.

• Paid month off after 4 years of service and every 2 years thereafter.

• Regular team events and off-site gatherings.

• Remote-first culture with no mandatory commute.