L1 Technical Support Engineer

About the Role

We’re looking for an L1 Technical Support Engineer who enjoys helping users and figuring out why things don’t work as expected. You’ll be the first point of contact for user-reported issues and an important bridge between our users and the engineering team.

This role is ideal for someone who likes structured problem-solving, clear communication, and learning how a product works in depth. You don’t need to know everything on day one. Curiosity, empathy, and a willingness to investigate issues step by step matter most.

What You’ll Do

• Respond to user questions and issue reports via Intercom with a clear, friendly, and empathetic tone
• Investigate reported issues by testing the product and reproducing bugs independently
• Identify and document:
  • Steps to reproduce
  • Expected vs actual behavior
  • Screenshots, screen recordings, and relevant context
• Create clear, well-structured bug reports and tasks in Linear
• Collaborate with engineers by answering follow-up questions and retesting fixes once they’re ready
• Follow up with users when issues are resolved or updates are available
• Proactively identify opportunities to automate repetitive support or QA tasks using simple tools, templates, or scripts
• Suggest and implement small workflow or automation improvements to make support and issue handling more efficient
• Handle light operational tasks when needed, such as:
  • Uploading or updating content or data on our website
  • Simple admin or content updates
  • Supporting ad-hoc tasks across the team

What We’re Looking For

• Experience in customer support, technical support, QA, or operations
• Strong written communication skills, especially with non-technical users
• QA or testing experience for mobile or web apps
• Ability to investigate issues methodically and reproduce bugs reliably
• Comfortable using tools like Intercom, Linear, Jira, or similar tools
• Self-motivated and comfortable working independently in a remote environment
• Curious mindset and a desire to understand how the product works end to end
• Enjoys streamlining work and automating repetitive tasks where possible

Nice to Have

• Startup or SaaS experience
• Familiarity with bug tracking systems and support workflows
• Experience with simple automation tools (e.g. templates, macros, Zapier, Make, or light scripting)

Why Join Us

• High ownership and real impact on product quality
• Close collaboration with product and engineering teams
• Remote-first, flexible work environment
• Clear growth path toward QA, Product Ops, or Product roles
• A team that values thoughtful support, learning, and continuous improvement