Technical Product Support Associate
Provides technical support for internal users by triaging tickets, resolving Tier 1 and 2 issues, managing escalations, and investigating backend problems. Requires 2+ years of product support experience, strong communication, organization, and interest in SQL and APIs.
About the job
Responsibilities
- Triage, categorize, and prioritize internal support tickets.
- Partner with internal users to understand workflows and distinguish how-to questions from software bugs.
- Provide user training and gather reproduction steps and context for developers.
- Resolve Tier 1 and Tier 2 issues, including product guidance and known configuration errors.
- Manage ticket escalations and help determine when issues should become high-priority incidents.
- Investigate backend issues using SQL, DataDog, logs, and related tools as technical expertise develops.
Requirements
- 2+ years of experience in product support or a related role.
- Comfort working with ambiguity in a startup environment.
- Strong organization and ticket-queue management skills.
- Empathy for users and a user-focused approach to troubleshooting.
- Curiosity about software systems and root-cause investigation.
- Exceptional communication skills, including the ability to explain technical concepts to non-technical users.
- Technical aptitude and willingness to work with terminals, spreadsheets, and code.
- Familiarity with or willingness to learn SQL and API fundamentals.
Compensation
- Base salary: $80,000–$90,000, based on experience and skills.
- Annual cash bonus and equity compensation are also included.
- Compensation range applies to candidates located in the New York City area.
Skills
SQL, Datadog, APIs, Database Querying, Log Analysis, Incident Management, Ticket Triage, Troubleshooting
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