Product Support Specialist

Employment Type: Full-Time Location Type: Remote

Position Overview

At Linear, we are on a mission to bring magic back to software. We are building an issue tracking and project management tool that combines UI elegance with world-class performance, empowering product teams to do their best work. Founded in 2019, Linear has become the tool of choice for over 10,000 companies to plan and build their products.

Linear was established as a fully remote company from the start. Our small but mighty team is distributed across North America and Europe, united by a relentless focus, fast execution, and a passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.

As a Product Support Specialist at Linear, you will contribute to the future of our product by:

• Surfacing customer feedback and insights.
• Supporting product betas and rollouts.
• Contributing to our technical documentation.
• Engaging a technical customer community via social channels.

Note: We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within the North American and European time zones for this role.

Responsibilities

• Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, and feature and integration discovery.
• Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, and X.
• 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, product operations, and internal enablement.

Requirements

• Passion for technology, quality, and Linear’s mission.
• Excellent communication and customer service skills, with experience working with a technical or engineering user base. Ability to adapt communication approach to non-technical users.
• Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and its integrations in various environments (different browsers, Windows, Mac, Mobile).
• Familiarity with SQL, Javascript, APIs, and GitHub is a plus. Curiosity to learn more in these areas is desirable, even without direct experience. (Note: This is not a product engineering role.)

What We Offer

• Interesting and challenging work.
• Work-life balance.
• Competitive salary and equity.
• Employee-friendly equity terms (early exercise, extended exercise).
• Paid lunch and coffee during workdays.
• Remote work with no commuting.
• Paid co-working space/desk at an office.
• Health, dental, and vision insurance (US).
• Regular team events and offsites.
• 5 weeks of paid vacation.
• 4 months of paid parental leave.

Learn How We Think and Work

• Read Me - A story about our mission.
• How Linear uses Linear - How we think about customer experience at Linear.
• Building our teams - Why and how we do work trials at Linear.
• Accel Series B blog post - Building for Quality: Our Investment in Linear.