**Who We Are:**
At our core, we recognize that customer support is the heartbeat of a great product. Every member of our team is dedicated to ensuring a seamless connection with our customers and a deep understanding of our product. We are staunch advocates for diversity and inclusion, fostering an environment where everyone feels safe, heard, and valued. As a self-funded company, we prioritize responsible growth and creativity within our means, focusing on delivering a useful, accessible product based on genuine customer needs, not investor demands. Embracing the future, we firmly believe in remote work, enabling us to build a global team while respecting each individual’s unique approach to workflow within set working hours.
**Our Approach:**
Quality over quantity defines our ethos. We prioritize providing exceptional support and empathy to our customers over arbitrary metrics or KPIs. Daily, we engage in a culture of generosity, sharing knowledge and making decisions collectively, drawing upon the wisdom and experience each team member brings to the table.
**About the Role:**
This is a full-time technical customer support position primarily conducted via email. Our support tickets are akin to escalations elsewhere, offering challenging yet rewarding opportunities for problem-solvers who thrive on curiosity and initiative. We are committed to breaking down hiring barriers and fostering fair practices, encouraging candidates from all backgrounds to apply based on their alignment with the role and not solely on meeting every requirement.
**About You:**
You possess exceptional analytical and written skills, coupled with a penchant for problem-solving and a proactive approach to learning. You thrive in a remote environment, comfortable with self-direction and collaboration within a diverse team. Your ability to concisely explain technical concepts to non-technical users is complemented by your fluency in written and spoken English.
**Requirements:**
– Minimum 2 years of email-based technical support in SaaS or combined technical and writing experience.
– Extensive experience troubleshooting complex software issues.
– Fluency in written and spoken English.
– Ability to work Pacific Standard Time (US) hours of 9am to 6pm regardless of location.
**Preferred Skills:**
– Experience troubleshooting APIs, JSON, and utilizing application log analysis.
– Knowledge of key data flow/transfer protocols such as SFTP and FTP.
– Experience with rule-based automation and complex settings.
– Experience assisting new users in implementing SaaS applications in a B2B environment.
**Benefits:**
– Full-time position with a salary of $55,000 USD/year.
– Flexible time off, paid parental leave, wellness and health services, and a technology upgrade program.
– Annual company retreats in various locations worldwide.
**To Apply:**
We value authenticity and encourage you to showcase your true self in your application. Answer our specific questions honestly to demonstrate your skills and experience without relying on AI tools. We believe in human creativity and individuality, and we’re excited to learn what makes you the ideal candidate for our team! If you’re selected to move forward, we’ll be in touch to guide you through the next steps.
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