Product Support Specialist

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

📋 Description

• Assist customers through comprehensive engagement, encompassing onboarding, account configuration, troubleshooting issues, and exploring features and integrations.

• Analyze and resolve customer inquiries submitted via email, Slack, Twitter, and Reddit.

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

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

• Lead strategic initiatives aimed at enhancing the support experience, fostering internal knowledge sharing, and streamlining product operations.

• Provide high-touch Enterprise support at scale, managing complex account requirements alongside Customer Success and Sales.

• Contribute to technical documentation and engage with the technical customer community through social media channels.

⛳️ Requirements

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

• Exceptional communication and customer service abilities, with experience supporting a technical or engineering audience.

• Capability to tailor communication style for non-technical users.

• Experience in troubleshooting technical challenges, including APIs and integration configurations.

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

• Familiarity with SQL, Javascript, APIs, and GitHub is advantageous.

• A desire to expand knowledge of SQL, Javascript, APIs, and GitHub is preferred.

• Currently residing 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 allowance on every workday.

• Paid co-working space or desk.

• Health coverage tailored to country-specific 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 policy with no mandatory commute.