Own first-line intake for Alice support across ASR/CSR/Back Office (Slack/Jira/email)
Triage incoming requests: reproduce issues, categorize, assess severity
Resolve issues without engineering via guidance, configuration, and workarounds
Create high-quality tickets when engineering is required, with steps and business impact
Coordinate urgent incident response for outages with status updates and follow-ups
Identify recurring patterns and drive prevention via knowledge base and enablement

🎯 Requirements

3+ yrs product/ops support (SaaS or internal systems)
Troubleshoot workflows; isolate root cause (SQL a plus)
Fluent English; clear updates for non-technical users
Tools: Zendesk/Jira/Salesforce; maintain a searchable knowledge base
Partner with Product/Engineering; manage stakeholder expectations

🎁 Benefits

Competitive base salaries - we reward top talent
Equity package - become a shareholder in our company
Loadie Time Off - PTO and sick days without a limit

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