Job Description

About the role

Product Support is the front line for resolving escalated issues that reach our internal teams and customers — the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation. Most cases you'll handle are resolvable with the right systems knowledge and a sharp eye for detail — this role is about speed, accuracy, and follow-through.

This is a high-impact individual contributor role for someone who thrives on solving problems for people, is relentless about getting to the right answer, and wants to build the operating rhythm of a brand-new team.

Duties and Responsibilities:

• Own escalation cases end to end — triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
• Ensure accuracy and clarity in every resolution — small errors here have outsized downstream impact
• Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
• Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth — While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience
• Meet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.
• Identify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time

Qualifications and Skills:

• 1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role
• Comfortable working in Salesforce or equivalent case management/help desk software
• Strong analytical instincts and technical curiosity — you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained
• Excellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder
• Highly organized, with a strong sense of ownership over open cases and follow-through on commitments

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