Product Support Specialist Contractor

Brisk Teaching • San Francisco, CA

1d • Remote

About The Position

As a Product Support Specialist at Brisk Teaching, you'll sit on the Product team and act as the bridge between our users and the people building Brisk. You'll handle the most technical, ambiguous escalations from our Support team, run triage on bugs before they reach engineering, and turn patterns in user feedback into actionable signal for product and engineering. You'll also own detail-heavy product workstreams. This is a role for someone who wants to be close to the product, close to users, and trusted to own the details.
This role is remote, but we are looking for someone based in the SF/Bay Area or NYC. This role will help us through our Back-To-School season (June 2026 - October 2026) and has the potential to convert to full-time employment pending business need and performance afterwards.

Requirements

• Strong technical aptitude: comfortable with browser dev tools, reading logs, basic SQL or query tools, and reproducing issues across environments.
• A product mindset: you think in terms of root causes, patterns, and systems, not just one-off ticket resolution.
• Exceptional attention to detail: you see the signal in the noise, whether that's a recurring issue across tickets or a single bad row in a bulk import.
• 2–4 years in a customer-facing technical support, product support, or product operations role at a K-12 EdTech company.
• Ability to work independently, prioritize against shifting inputs, and handle customer and account data with discretion.

Nice To Haves

• Experience working directly with Product and Engineering teams.
• Experience writing or managing a public-facing help center (Zendesk Guide, Intercom Articles, HelpScout Docs, or similar).
• Familiarity with state academic standards (Common Core, NGSS, state-specific frameworks) or experience working with standards data.
• Hands-on experience with Zendesk, task management tools like Linear, and Slack-based support workflows.
• Experience at a Series A/B-stage startup during a period of rapid customer growth.
• Curiosity about AI tools and emerging technologies, with a track record of leveraging them to work faster and smarter.

Responsibilities

• Reproduce reported issues, gather logs and context, and file clean, actionable bug reports. You're the quality bar between user reports and the eng backlog.
• Own escalated tickets that our Support agents can't resolve, scheduling calls with customers as needed.
• Feed insights back into the product roadmap by spotting recurring friction, unmet needs, and opportunities to ship something better.
• Own detail-oriented product workstreams, including managing our library of educational standards.
• Contribute to our public-facing help center, including writing new articles, refreshing outdated ones, and identifying gaps based on ticket trends and product launches.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed