Linear - Product Support Specialist, APAC
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. • 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
Responsibilities
• 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
Benefits
• We're a small, focused team that cares deeply about the quality of our work and the people we do it with. Here's what you can expect: • 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
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