• Support & Communication
• 5+ years of experience in technical or customer support, handling real product issues rather than a fixed script
• Familiarity with ticketing platforms like Pylon.
• Demonstrated skill in bug triage methodology and strong written technical communication, since documentation feeds both engineering escalations and customer-facing help content directly.
• Troubleshooting
• Proactive troubleshooting mindset that digs into "why," not just "here's a workaround.”
• Comfortable gathering technical detail, like logs, steps to reproduce, and environment info, all under a defined process rather than ad hoc.
• Strong drive to get results for customer issues.
• Documentation Depth: You've built out a help center or knowledge base from scratch, not just contributed to an existing one. You have experience writing and maintaining evergreen documentation internally, and consistently contribute to runbooks and best practices.
• Technical Depth: You have experience troubleshooting API issues, interacting with relational databases, and leveraging observability tools and logs to resolve issues. You understand core networking concepts and are comfortable with scripting or automation to speed up repetitive diagnostic work.