Technical Support & Product Liaison Officer
Job Description
The Role
This is a dual-impact role. One half of your day is spent in the chat interface, guiding users through the platform and solving “how-to” hurdles. The other half is spent in our technical stack—reproducing bugs, writing Jira tickets, and tracking development progress to ensure our product stays polished.
Key Responsibilities
1. Front-Line User Success (The “Help” Pillar)
● Real-Time Support: Own the live chat interface to answer “How do I…?” questions and guide users through core workflows.
● Unsticking Users: Proactively identify when a user is struggling with a specific action and provide the direct steps (or screen recordings) to get them past the finish line.
● Education: Transform common questions into simple “Self-Help” articles to build our initial Knowledge Base.
2. Technical Liaison (The “Dev” Pillar)
● Bug Diagnosis: When a user reports an issue, you don’t just “pass it on.” You investigate. You use Browser DevTools and logs to find the root cause.
● Jira/Ticket Management: Translate user issues into high-quality technical tickets. Every ticket you write must include:
○ Clear “Steps to Reproduce.”
○ Expected vs. Actual behavior.
○ Technical environment (OS, Browser, App Version).
○ Impact level (Low/Medium/High/Blocker).
● Progress Tracking: You own the “Feedback Loop.” You track the status ofi bugs in the dev sprint and are responsible for notifying the user the moment a fix is deployed.
Ideal Candidate Profile
● Experience: 3+ years in a SaaS-specific support role (FinTech, EdTech, or Dev Tools preferred).
● Communication: You can pivot from a friendly, empathetic chat with a frustrated user to a cold, clinical, and precise bug report for a developer.
● Tools: Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
● Technical Curiosity: You aren’t afraid of looking at a JSON payload or checking a network request to see why a button didn’t trigger an action.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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