Serve as the first point of contact for bugs or issues.
Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets.
Assign severity (Sev 1–4) using defined guidelines.
Coordinate escalation with engineers and track resolution.
Verify fixes in staging or production and confirm issues are resolved.
Communicate status and timelines clearly to PSMs and engineers.

🎯 Requirements

Experience in technical support or support operations.
Experience with bug tracking tools (Linear, Jira).
Ability to triage and prioritize issues.
Clear documentation for technical and non-technical audiences.
Comfort with basic-to-intermediate SQL.
Experience using BI tools (Metabase) and Datadog for logs.

🎁 Benefits

Fully remote work from home.
Remote-first global team.
Core overlap with 9–5 EST; flexible hours.
Growth path to Senior IC-3.
Collaborative, cross-functional environment.

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