Product Support Specialist, APAC

OpenKrill; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and equity

Employee-friendly equity terms incl.US

Daily meal and coffee stipend on workh

Paid co-working space or desk

Health coverage (country-based)

5 weeks paid vacation + holidays

4 months paid parental leave

Paid month off after 4 years & every 2

Regular team events and off-sites

Remote-first with no required commute

Job summary

Linear is a remote-first company, open to candidates in Australia or Singapore, and you can work from anywhere. This role surfaces customer feedback, contributes to docs, and engages a technical community across social channels.

You’ll support customers end-to-end, work with engineering to reproduce bugs, surface trends to inform product choices, and lead strategic projects to improve support and operations. Enterprise support at scale is included.

Qualifications

• Experience in customer support with a technical or engineering user base.
• Ability to adapt communication for non-technical users.
• Experience troubleshooting APIs and integrations and reproducing bugs.
• Based in Australia or Singapore.

Responsibilities

• Support customers from onboarding to issue resolution.
• Investigate issues via email, Slack, Twitter, and Reddit.
• Collaborate with engineering to reproduce bugs.
• Surface trends from feedback to inform product choices.
• Lead strategic projects to improve support and knowledge sharing.
• Deliver high-touch Enterprise support at scale.

Skills

Customer support

Technical communication

Bug reproduction

API troubleshooting

Remote collaboration

Tools

SQL

Javascript

APIs

GitHub

Job description

At Linear, we're building the product development system for teams and agents. AI is fundamentally changing how software gets built, and we’re shaping the tools this new era requires.

Founded in 2019, Linear has become the platform of choice for more than 40,000 companies (including OpenAI, Coinbase, and Ramp) to plan, build, and ship their products. Today, our team is distributed across North America, Europe, and Australia, and we’re continuing to grow internationally. What unites us is relentless focus, fast execution, and a deep care for software craftsmanship.

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.

Location & work mode

Linear is a remote-first company, with optional co-working offices in San Francisco, New York, and London. This role is open to candidates residing in Australia or Singapore only. You can work from anywhere within those countries. We value deep focus and async collaboration, with intentional moments to connect in person through team off-sites, optional co-working, and occasional travel.

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 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

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

• 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 https://linear.app/readme
• Building our teams: Why and how we do work trials at Linear https://linear.app/blog/why-and-how-we-do-work-trials-at-linear
• How we work: Designing remote work at Linear https://linear.app/now/designing-remote-work-at-linear
• How Linear uses Linear: How our Customer Experience team works in Linear https://linear.app/now/cx-in-linear
• A video series: Conversations on Quality https://linear.app/quality
• Our recent tender offer: Sharing Linear’s growth with the people building it https://linear.app/now/sharing-growth-with-the-people-building-linear