Technical Customer Support

📋 Description

• 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 independently and with contractor resources
• Monitor product performance using Hex, SQL, and internal dashboards, identify trends and surface insights to Data, Product, and Engineering teams for larger improvements
• Document troubleshooting processes and resolutions to build institutional knowledge

🎯 Requirements

• 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

🎁 Benefits

• Competitive compensation and equity package
• Full medical, dental, and vision benefits for US-based employees
• Unlimited PTO
• Early exercise program
• 401K for retirement planning
• Hybrid team, with pet-friendly headquarters in NYC