Moxie - Technical Support Agent
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Requirements
• Experience working in a technical support, support operations, or support engineering role • Experience with bug tracking or ticketing tools (e.g., Linear, Jira) • Strong analytical skills and ability to triage and prioritize issues • Ability to clearly document findings for technical and non-technical audiences • Comfort with basic-to-intermediate SQL • Experience using BI tools (Metabase preferred) • BI tools • Experience reading logs and monitoring systems (Datadog preferred) • Datadog preferred • Comfort making safe, well-documented updates in production systems using established processes • Experience reading or troubleshooting application code • Familiarity with SaaS platforms and complex business workflows • Experience supporting regulated or compliance-sensitive products • Experience creating internal documentation and SOPs • What Success Looks Like
Responsibilities
• Technical Support & Bug Triage • Serve as the first point of contact when bugs or technical issues are reported • first point of contact • Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets • Assign severity (Sev 1–4) using defined guidelines • Resolve straightforward issues independently when possible • Identify the appropriate engineer for escalation when needed and coordinate resolution • Verify fixes in staging or production and confirm issues are fully resolved • Communicate status and timelines clearly to PSMs, engineers, and other stakeholders • Internal Enablement & Knowledge Sharing • Act as a go-to internal resource for questions about how Moxie Suite works • Moxie Suite • Answer questions in Slack and other internal channels with accurate, timely guidance • Test behavior in staging environments to validate answers • Build and maintain internal FAQs and SOPs in Notion • internal FAQs and SOPs • Create Looms or written guides to reduce repeated questions and interruptions • Internal Tools & Operational Support • Use Django Admin to support internal teams and safely resolve data issues following documented procedures • Django Admin • Run basic SQL queries and use Metabase to investigate issues • Metabase • Review logs and metrics in Datadog to understand system behavior • Datadog • Document all manual interventions and follow established guardrails for production changes • Quality & Trend Awareness • Identify recurring bug patterns or support issues • Contribute feedback that helps reduce future support load • You understand Moxie Suite core workflows and common issues • You independently handle bug intake and triage with high-quality documentation • You contribute meaningfully to internal FAQs and SOPs • PSMs and onboarding teams rely on you for accurate technical answers • You fully own the bug intake and triage workflow • Bug resolution times improve due to better triage and coordination • Internal teams are more self-sufficient due to better documentation • Engineering interruptions decrease as issues are better scoped before escalation • Within 9–12 months • Within 9–12 months • You operate as a trusted, experienced Technical Support Agent • You help onboard or mentor newer support team members informally • You contribute to measurable improvements in support efficiency and quality • You are well-positioned for growth into a Senior Technical Support Agent (IC-3) role • Senior Technical Support Agent (IC-3) • Our Stack • Our Stack • Core Product & Infrastructure • Backend & Admin: Django Admin • Backend & Admin: • Cloud & Hosting: AWS, Vercel • Cloud & Hosting: • Edge & Security: Cloudflare • Edge & Security: • Authentication: Clerk • Authentication: • Customer Communication & Support • Support & Messaging: Intercom, Twilio • Support & Messaging: • Email & Notifications: SendGrid • Email & Notifications: • Customer Agreements & Forms: BoldSign • Customer Agreements & Forms: • Payments & Business Operations • Payments & Invoicing: Stripe • Payments & Invoicing: • Operational Tooling: Omni • Operational Tooling: • Observability & Data • Monitoring & Logging: Datadog • Monitoring & Logging: • Analytics & BI: Metabase • Analytics & BI: • Internal Knowledge & Collaboration • Documentation & Knowledge Base: Notion, Glean • Documentation & Knowledge Base: • Team Communication: Slack • Team Communication: • Development & Workflow • Version Control & Collaboration: GitHub • Version Control & Collaboration: • Final note • Final note • This role is ideal for someone who enjoys solving technical problems, improving internal operations, and being the connective tissue between teams. Success is measured not by ticket volume, but by clarity, speed, and reduced friction across the organization. • clarity, speed, and reduced friction across the organization
Benefits
• We have been using a disciplined approach to compensation since the start. • We believe this is the only way to create a consistent, strategic, and equitable compensation structure. That in turn unlocks healthy growth for our organization. • We build our range with benchmarking data for the particular role from Pave.com - because Pave hooks into HRIS, they have the most accurate data for early-stage companies. • We decide any given hire's offer based on three factors: • first among them, expected performance in the role (based on performance in the interview process and proximity of experience); • as well as seniority (amount of relevant experience); • and location (different cost of living). • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Copy and paste or enter as https://www.linkedin.com/in/YOURNAME • Walk me through how you would triage a newly reported bug. What information would you gather, how would you assess severity (Sev 1–4), and when would you escalate vs resolve it yourself? • At Moxie, we are an AI-enabled company. We use AI to augment our work—not to replace roles, but to free our team from repetitive tasks and create space for deeper thinking, creativity, and impact. We value team members who are curious about and open to leveraging AI in their workflows.
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