Product Support Specialist
2024-04-24
Europe
Linear
At Linear, we are on a mission to create a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft.
Founded in 2019, Linear has become the default tool for high-performance teams to build their products. We are a fully remote company with distributed teams across the US, Latin America, and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.
Over the past years, we focused on building the best-in-class issue-tracking experience for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist at Linear, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.
Please note: We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within EU time zones for this role.
What you’ll do
Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter
Partner with our engineering team to document and reproduce bugs
Surface trends and insights from customer feedback to the team at large to inform product choices
Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations
Requirements
Passion about technology, quality, and Linear’s mission
Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users.
Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile).
Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.
What we offer
Interesting and challenging work
Work-life balance
Competitive salary and equity
Employee-friendly equity terms (early exercise, extended exercise)
Paid lunch and coffee during workdays
Work remotely, no commuting to the office
Paid co-working space/desk at an office
Health, dental, and vision insurance (US)
Regular team events and offsites
5 weeks of paid vacation
4 months of paid parental leave
Learn how we think and work
A story about our mission: Read Me
How Linear uses Linear: How we think about customer experience at Linear
Building our teams: Why and how we do work trials at Linear
Accel Series B blog post: Building for Quality: Our Investment in Linear
Founded in 2019, Linear has become the default tool for high-performance teams to build their products. We are a fully remote company with distributed teams across the US, Latin America, and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.
Over the past years, we focused on building the best-in-class issue-tracking experience for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist at Linear, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.
Please note: We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within EU time zones for this role.
What you’ll do
Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and Twitter
Partner with our engineering team to document and reproduce bugs
Surface trends and insights from customer feedback to the team at large to inform product choices
Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations
Requirements
Passion about technology, quality, and Linear’s mission
Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users.
Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile).
Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.
What we offer
Interesting and challenging work
Work-life balance
Competitive salary and equity
Employee-friendly equity terms (early exercise, extended exercise)
Paid lunch and coffee during workdays
Work remotely, no commuting to the office
Paid co-working space/desk at an office
Health, dental, and vision insurance (US)
Regular team events and offsites
5 weeks of paid vacation
4 months of paid parental leave
Learn how we think and work
A story about our mission: Read Me
How Linear uses Linear: How we think about customer experience at Linear
Building our teams: Why and how we do work trials at Linear
Accel Series B blog post: Building for Quality: Our Investment in Linear