Technical Support Specialist/Customer Support Engineer/L1

About the Role

We’re looking for a Technical Support Specialist who sits between our users and our engineering team. You’ll communicate directly with users, investigate technical issues hands-on, reproduce bugs, and turn real-world problems into clear, actionable tickets.

This role is ideal for someone who enjoys debugging, structured thinking, and helping users while improving product quality.

What You’ll Do

• Respond to user emails and messages via Intercom with a clear, empathetic, and professional tone
• Investigate reported issues by testing the product and reproducing bugs independently
• Identify steps to reproduce, expected vs actual behavior, and edge cases
• Create well-structured bug reports and tasks in Linear
• Add screenshots, screen recordings, and other relevant context to tickets
• Coordinate with engineers by answering follow-up questions and retesting fixes
• Follow up with users once issues are resolved or updates are available
• Handle miscellaneous operational tasks, such as:
  • Uploading or updating data on our website
  • Simple admin or content updates
  • Supporting ad-hoc tasks across the team when needed

What We’re Looking For

• Experience in technical support, QA, customer support, or operations
• Strong written communication skills with non-technical users
• Ability to investigate issues methodically and reproduce bugs reliably
• Comfortable using tools like Intercom and Linear (or similar tools)
• Self-motivated and comfortable working independently
• Technical curiosity and willingness to learn how the product works deeply

Nice to Have

• QA or testing experience for mobile or web apps
• Startup or SaaS experience
• Familiarity with bug tracking systems and support workflows

Why Join Us

• High ownership and real impact on product quality
• Close collaboration with product and engineering
• Remote-first, flexible environment
• Clear path to grow into QA, Product Ops, or Product roles