Product Support Specialist, Pacific/Mountain Time

Monograph; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and equity

Work-life balance

Health, dental, and vision insurance

5 weeks of paid vacation

Paid co-working space

Regular team events

Job summary

Monograph is seeking a Product Support Specialist to enhance customer engagement by troubleshooting issues and managing feedback. You will perform onboarding, resolve inquiries, and collaborate with our engineering team to improve product experiences.

This fully remote position requires excellent communication and a passion for technology, offering competitive salary, equity, and five weeks of paid vacation.

Qualifications

• Passion about technology, quality, and Linear’s mission.
• Ability to adapt communication for technical and non-technical users.
• Experience troubleshooting APIs and integration setups.

Responsibilities

• Support customers in onboarding and account setup.
• Investigate and resolve customer issues through various channels.
• Partner with engineering to document and reproduce bugs.
• Surface trends from customer feedback for product insight.
• Lead strategic projects to enhance support and operations.

Skills

Excellent communication skills

Customer service experience

Technical troubleshooting

Familiarity with SQL

Familiarity with Javascript

Curiosity to learn

Tools

GitHub

APIs

Job description

At Linear, we are on a mission to bring magic back to software. To empower product teams to do their best work, we are building an issue tracking and project management tool that combines UI elegance with world-class performance. Founded in 2019, Linear has become the tool of choice for 10,000+ companies to plan and build their products.

Linear was set up as a fully remote company from the start. Today, our small but mighty team is distributed across North America 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 few 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, supporting product betas and rollouts, contributing to our technical documentation, and engaging a technical customer community via social channels.

We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within the US time zones for this role.

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, and X
• 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, product operations, and internal enablement

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.

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
• 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 we think about customer experience at Linear
• Building our teams: Why and how we do work trials at Linear
• Accel Series B blog post: Building for Quality: Our Investment in Linear