Product Support Specialist

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

📋 Description

• Assist customers throughout their entire engagement journey, encompassing onboarding, account configuration, issue resolution, and exploring features and integrations.

• Analyze and resolve incoming customer issues reported via various communication platforms, including email, Slack, Twitter, and Reddit.

• Collaborate with our engineering team to document and replicate bugs.

• Highlight trends and insights derived from customer feedback to the broader team to guide product decision-making.

• Lead specific strategic initiatives aimed at enhancing the support experience, promoting internal knowledge sharing, and optimizing product operations.

⛳️ Requirements

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

• Exceptional communication and customer service abilities, with experience in engaging a technical or engineering user base. Capable of tailoring communication for non-technical users.

• Proven experience in troubleshooting technical problems, including APIs and integration setups. Able to replicate bugs with Linear and our integrations across various environments (different browsers, Windows, Mac, Mobile).

• Familiarity with SQL, Javascript, APIs, and GitHub is advantageous. If you lack direct experience in these areas, a willingness to learn more is highly valued. Please note that this is not a product engineering position.

• Residing in a European time zone.

🏝️ Benefits

• Competitive salary and equity.

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

• Daily meal and coffee allowance on every workday.

• Paid co-working space or desk.

• Health coverage based on country-specific requirements.

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

• Four months of paid parental leave.

• Paid month off after four years, with additional time off every two years thereafter.

• Regular team events and off-site gatherings.

• Remote-first environment with no mandatory commute.