Technical Customer Support

What will you do?
As our technical product support specialist, you’ll be the first line of defense for customer technical issues and the bridge between customers and internal teams. You’ll troubleshoot problems, build solutions using our internal tools, and surface insights that drive product improvements. You will:

Serve as first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed

Create and refine product rules to address customer issues and drive incremental improvements, working both independently and with contractor resources

Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams for larger improvements

Document troubleshooting processes and resolutions to build institutional knowledge

What experience, skills, and qualifications are necessary?
Must-have:

2+ years in a technical customer support or customer facing operations role, supporting a technical product
Strong customer service orientation with excellent written and verbal communication skills
Ability to triage, prioritize, and solve technical problems independently
Familiarity with SQL concepts, Excel/Sheets, and data analysis
Detail-oriented, process-driven approach with eagerness to improve systems and workflows
Based in NYC with ability to work out of our Flatiron office at least 2 days/week

Nice to Have:
Experience working in high growth startups
Familiarity with BI tools like Hex, Looker, Tableau, etc
Familiarity with ticketing systems (we use Pylon)