Product Support Specialist

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

📋 Description

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

• Address and resolve incoming customer inquiries via email, Slack, Twitter, Reddit, and other communication platforms.

• Collaborate with engineering teams to document and replicate bugs.

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

• Lead key projects aimed at enhancing the support experience, fostering internal knowledge sharing, and optimizing product operations.

• Interact with a technical customer community across social media channels.

• Assist in the creation of technical documentation.

⛳️ Requirements

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

• Exceptional communication and customer service skills, with experience engaging a technical or engineering-oriented user base.

• Skill in tailoring communication to suit non-technical users.

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

• Capability to replicate bugs with Linear and its integrations across different environments (various browsers, Windows, Mac, Mobile).

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

• Must be located in the U.S. or Canada, specifically in Eastern or Central Time zones only.

🏝️ Benefits

• Competitive salary and equity offerings.

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

• Daily meal and coffee allowances for every workday.

• Paid access to co-working spaces or desk arrangements.

• Health insurance coverage (in accordance with country regulations).

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

• Four months of paid parental leave.

• A paid month off after four years of service, with a similar benefit every two years thereafter.

• Regular team events and off-site gatherings.

• A remote-first work environment with no mandatory commuting.

• Optional co-working spaces available in San Francisco, New York, and London.