Product Support Specialist

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

📋 Description

• Assist customers throughout the entire engagement process, which encompasses onboarding, account configuration, troubleshooting issues, and discovering features and integrations.

• Investigate and address customer inquiries received through various communication channels, including email, Slack, Twitter, and Reddit.

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

• Identify patterns and insights from customer feedback and share them with the broader team to guide product decisions.

• Oversee 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 skills, with experience engaging a technical or engineering audience. Ability to tailor communication styles for non-technical users.

• Proficiency in troubleshooting technical issues, particularly involving APIs and integration configurations. Capability to replicate bugs using Linear and our integrations across different environments (various 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 appreciated. Please be aware that this is not a product engineering position.

• Must be located in ***U.S. or Canada Eastern or Central time only***.

🏝️ Benefits

• Competitive salary and equity options.

• Employee-friendly equity terms, including early exercise in the U.S. and extended exercise periods.

• Daily meal and coffee stipend available on workdays.

• Paid access to co-working spaces or desks.

• Health coverage based on country regulations.

• 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 work environment with no mandatory commute.