Technical Product Support Associate

Applecart•New York, NY

2d•$80,000 - $90,000•Hybrid

About The Position

As our first dedicated Technical Product Support Associate, you will be the vital link between our internal users and our Product Development teams. In this role, you aren’t just answering questions; you are the frontline of our product’s stability, embedded in the Software Product Lifecycle. You will gain a front row seat to how a mid-size startup scales its technology and its processes, with a direct path toward more senior technical operations or engineering roles. You will start by mastering the user experience, triaging incoming requests, and resolving immediate needs. As you grow, you will go "under the hood"—learning to navigate our backend systems, query databases, and analyze logs to identify the root cause of complex issues. This is a foundational role with a clear growth path: you’ll help us build the processes that will define our support organization as we scale.

Requirements

2+ years of experience in product support or related roles.
You’re comfortable with ambiguity and excited about the prospect of helping define a role from the ground up.
You enjoy bringing order to chaos. Managing a busy inbox or ticket queue feels like a game of Tetris you’re determined to win.
You understand that when a tool doesn't work, it's frustrating. You take pride in being the person who makes a colleague's day easier.
You don’t just want to "fix" it; you want to know why it broke. You have a natural curiosity for how software systems click together.
You can explain a complex technical workaround to a non-technical colleague without using confusing jargon.
You might not be an engineer yet, but you aren't afraid of a terminal, a spreadsheet, or a snippet of code. Familiarity with (or a desire to learn) SQL and API basics is a huge plus.

Responsibilities

Act as the first point of contact for internal support tickets. You’ll categorize and prioritize requests, ensuring every issue is handled with the appropriate urgency.
Partner with internal users to understand their workflows. You will help distinguish between "how-to" questions and actual system bugs, providing immediate training where needed, or gathering the specific reproduction steps and context required for developers to hit the ground running.
Resolve "Tier 1 & 2" issues independently, from guiding users through product features to troubleshooting known configuration errors.
Own the lifecycle of a ticket. You will manage internal escalation paths and provide critical input on when a reported issue should be elevated to a high-priority "incident," helping the team respond to system-wide threats quickly.
As you grow, you will learn to use tools like SQL and DataDog to investigate what’s happening in the backend when a user reports an error