Product Support Specialist, Eastern/Central Time

The role

You will support customers through onboarding, account setup, debugging, and feature discovery. You will also investigate inbound issues, partner with engineering to document bugs, and surface customer feedback to inform product choices.

What you will 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 email, Slack, Twitter, and Reddit
• Partner with engineering team to document and reproduce bugs
• Surface trends and insights from customer feedback to inform product choices
• Lead select strategic projects to improve support experience, internal knowledge sharing, and product operations

Required qualifications

• Passion about technology, quality, and Linear’s mission
• Excellent communication and customer service skills
• Experience working with a technical or engineering user base
• Ability to adapt communication approach to non-technical users
• Experience troubleshooting technical issues, including APIs and integration setups
• Ability to reproduce bugs with Linear and integrations in various environments
• Based in U.S. or Canada Eastern or Central Time only

Nice to have

• Familiarity with SQL
• Familiarity with Javascript
• Familiarity with APIs
• Familiarity with GitHub
• Curiosity to learn more about SQL, Javascript, APIs, and GitHub

Benefits

• Competitive salary and equity
• Employee-friendly equity terms including early exercise in the US and extended exercise windows
• Daily meal and coffee stipend on every workday
• Paid co-working space or desk
• Health coverage
• 5 weeks paid vacation, plus local statutory holidays
• 4 months paid parental leave
• Paid month off after 4 years & every 2 years thereafter
• Regular team events and off-sites

About the company

Linear is building the product development system for teams and agents. Founded in 2019, it is a platform used by more than 50,000 companies to plan, build, and ship products.