Product Support Specialist (West Coast US)

At Linear, we are on a mission to create a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft.

Founded in 2019, Linear has become the platform of choice for 20,000+ companies to plan and build their products. Set up as a fully remote company from the start, our team is currently distributed across a variety of countries across the US and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.

Over the past years, Linear has experienced incredible organic growth and has become an instrumental tool for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist at Linear, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.

Please note: We are an equal-opportunity employer and remote-only company. For this opening, we can only support hiring within U.S. Pacific Time.

What you’ll 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 all 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

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.

• Based in U.S. Pacific Time zone.

What we offer

• Interesting and challenging work

• Work-life balance

• Competitive salary and equity

• Employee-friendly equity terms (early exercise, extended exercise)

• Paid lunch and coffee during workdays

• Work remotely, no commuting to the office

• Paid co-working space/desk at an office (or option to work from our WeWork space in San Francisco)

• Health, dental, and vision insurance (US)

• Regular team events and offsites

• 5 weeks of paid vacation

• 4 months of paid parental leave

Learn how we think and work

• A story about our mission: Read Me

• How Linear uses Linear: How our Customer Experience team works in Linear

• Building our teams: Why and how we do work trials at Linear

• Our recent Series C Fundraise and Giving our team liquidity