Product Support Specialist, APAC
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Job Description
Product Support Specialist driving customer engagement and supporting APAC expansion for software development tools. Engaging customers for feedback and troubleshooting issues remotely.
Responsibilities:
- Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
- Drive Linear’s expansion into APAC as one of our first hires in-region
- Investigate and resolve inbound customer issues reported through all communication channels, including email, in-app, 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 and partner with key local customers
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).
- End-to-end ownership and autonomy in a mostly async, multi–time zone environment
- Bilingual proficiency preferred; English and at least one major Asian language (e.g. Japanese, Korean)
- 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.
Benefits:
- Interesting and challenging work
- Work-life balance
- Competitive salary and equity
- Employee-friendly equity terms (extended exercise)
- Paid lunch and coffee during workdays
- Work remotely, no commuting to the office
- Paid co-working space/desk at an office
- Regular team events and offsites
- 5 weeks of paid vacation
- 4 months of paid parental leave
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