Technical Product Support Associate

Join our team as a Technical Product Support Associate, where you will be the vital link between our internal users and our Product Development teams. In this foundational role, you will gain a front-row seat to how a mid-size startup scales its technology and processes, with a direct path toward more senior technical operations or engineering roles. You will triage incoming requests, resolve immediate needs, and eventually learn to navigate our backend systems and analyze logs to identify the root cause of complex issues.

• Act as the first point of contact for internal support tickets, categorizing and prioritizing requests to ensure timely resolution.
• Partner with internal users to understand their workflows, distinguishing between "how-to" questions and actual system bugs, and providing immediate training where needed.
• Resolve "Tier 1 & 2" issues independently, guiding users through product features and troubleshooting known configuration errors.

• Startup Agility: You’re comfortable with ambiguity and excited about the prospect of helping define a role from the ground up
• Technical Aptitude: You might not be an engineer yet, but you aren't afraid of a terminal, a spreadsheet, or a snippet of code. Familiarity with (or a desire to learn) SQL and API basics is a huge plus
• The Detective Mindset: You don’t just want to "fix" it; you want to know why it broke. You have a natural curiosity for how software systems click together
• Empathy for the User: You understand that when a tool doesn't work, it's frustrating. You take pride in being the person who makes a colleague's day easier
• Experience: 2+ years of experience in product support or related roles
• Radical Organization: You enjoy bringing order to chaos. Managing a busy inbox or ticket queue feels like a game of Tetris you’re determined to win
• Exceptional Communication: You can explain a complex technical workaround to a non-technical colleague without using confusing jargon