Remote Product Support Engineer - Equity + Impact

Centralize; San Francisco, New York (CA, NY); Hybrid; USD 60,000 - 100,000; Full time

Benefits offered by this job

Fully covered health, dental, and视觉保险

401(k)

Parental leave

Unlimited PTO plus company holidays

Quarterly offsites

Equipment stipend

Job summary

Centralize is building the first dedicated support function from the ground up. You will own customer support channels end to end, deliver fast, helpful responses, and act as a source of product feedback and roadmap input to shape our early-stage platform.

You will partner with engineering to fix bugs, contribute to scalable support processes, and leverage AI to stay ahead of evolving customer needs. This role offers a path to impact and equity within a rapidly growing SaaS startup.

Qualifications

• 2+ years in a technical customer support or customer engineering role at a fast-growing SaaS/tech company.
• Ability to be the first point of contact for customers.
• Able to dig into logs and unfamiliar codebase to diagnose issues.
• Exceptional written and verbal communication.
• High initiative and ownership of open issues across channels.

Responsibilities

• Answer customer questions about the product, spanning a wide range of topics.
• Write and update knowledge base content, including troubleshooting guides and feature explainers.
• Use Centralize daily, provide feedback, and influence the roadmap.
• Work closely with engineering to fix bugs and troubleshoot issues.
• Help develop a scalable support process.
• Stay ahead of the curve and level up our processes with AI.

Skills

Written communication

Verbal communication

Customer support

Problem solving

Ownership

Tools

Knowledge base software

Issue tracking systems

AI-assisted support tools

Job description

Centralize is building the first dedicated support function from the ground up. You will own customer support channels end to end, deliver fast, helpful responses, and act as a source of product feedback and roadmap input to shape our early-stage platform.

You will partner with engineering to fix bugs, contribute to scalable support processes, and leverage AI to stay ahead of evolving customer needs. This role offers a path to impact and equity within a rapidly growing SaaS startup.