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ashby

Product Support Specialist, APAC

Linear
Remote, AUS
Full-time
Mid
Remote
Discovered 3 days ago
SQLJavaScript

Full Job Posting

Requirements

  • Passion about technology, quality, and Linear’s mission
  • Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users.
  • Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile).
  • Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.
  • Currently based in Australia or Singapore.

What we offer

  • We're a small, focused team that cares deeply about the quality of our work and the people we do it with. Here's what you can expect:
  • 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 (based on country requirements)
  • 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
  • Remote-first with no required commute
  • Learn how we think and work
  • A story about our mission: Read Me
  • Building our teams: Why and how we do work trials at Linear
  • How we work: Designing remote work at Linear
  • How Linear uses Linear: How our Customer Experience team works in Linear
  • A video series: Conversations on Quality
  • Our recent tender offer: Sharing Linear’s growth with the people building it

Preferred Qualifications

  • Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.

Responsibilities

  • 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 a variety of communication channels, including email, Slack, Twitter, and Reddit
  • Partner with our engineering team to document and reproduce bugs
  • Surface trends and insights from customer feedback to the team at large to inform product choices
  • Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations
  • Deliver high-touch Enterprise support at scale, navigating complex account needs alongside Customer Success and Sales

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