Product Support Specialist, Eastern/Central Time

Linear

7d•$95,000 - $135,000•Remote

About The Position

Linear is hiring a Product Support Specialist to help deliver a customer support experience that reflects the quality of its product. The role contributes to product development by surfacing customer feedback and insights, improving technical documentation, and engaging with a technical customer community through social channels. It is open to candidates based in U.S. or Canada Eastern or Central Time. Linear is remote-first, with optional co-working offices in San Francisco, New York, and London, and occasional travel and team off-sites. The specialist supports customers throughout onboarding and account setup, investigates and resolves issues across email, Slack, Twitter, and Reddit, and works with engineering to document and reproduce bugs. The role also identifies trends in customer feedback and leads selected projects to improve support, knowledge sharing, and product operations. It is not a product engineering role.

Requirements

Passion for technology, quality, and Linear’s mission.
Excellent communication and customer service skills.
Experience working with a technical or engineering user base, with the ability to adapt communication to non-technical users.
Experience troubleshooting technical issues, including APIs and integration setups.
Ability to reproduce bugs with Linear and its integrations in different environments, including different browsers, Windows, Mac, and mobile.
Based in U.S. or Canada Eastern or Central Time.

Nice To Haves

Familiarity with SQL, JavaScript, APIs, and GitHub.
Curiosity to learn about SQL, JavaScript, APIs, and GitHub if lacking direct experience.

Responsibilities

Support customers through onboarding, account setup, debugging issues, and feature and integration discovery.
Investigate and resolve inbound customer issues reported through email, Slack, Twitter, Reddit, and other communication channels.
Partner with engineering to document and reproduce bugs.
Surface trends and insights from customer feedback to inform product choices.
Lead selected projects that improve the support experience, internal knowledge sharing, and product operations.
Contribute to technical documentation and engage the technical customer community through social channels.

Benefits

Competitive salary and equity.
Employee-friendly equity terms, including early exercise in the U.S. and extended exercise windows.
Daily meal and coffee stipend on every workday.
Paid co-working space or desk.
Health coverage based on country requirements.
Five weeks of paid vacation, plus local statutory holidays.
Four months of paid parental leave.
Paid month off after four years and every two years thereafter.
Regular team events and off-sites.
Remote-first work with no required commute.