产品支持专员，太平洋/山地时区
Product Support Specialist, Pacific/Mountain Time
在Linear，我们正在为团队和代理构建产品开发系统。人工智能正在根本性地改变软件的构建方式，而我们正在塑造这个新时代所需的工具。
自2019年成立以来，Linear已成为超过40,000家公司的首选平台（包括OpenAI、Coinbase和Ramp），用于规划、构建和发布他们的产品。如今，我们的团队分布在北美、欧洲和澳大利亚，我们仍在继续拓展国际业务。让我们团结在一起的是不懈的专注、快速执行以及对软件工艺的深刻关注。
在过去几年中，Linear经历了惊人的有机增长，并成为世界上许多顶级产品团队的重要工具。我们认为客户支持应该始终感觉是该体验的延伸。作为Linear的产品支持专家，你将通过呈现客户反馈和见解、参与技术文档编写以及通过社交渠道与技术客户社区互动，为产品的未来做出贡献。
地点与工作模式
Linear是一家以远程为主的工作公司，在旧金山、纽约和伦敦设有可选的联合办公空间。此职位面向位于美国和加拿大太平洋时间或山地时间区的候选人。你可以在这些时区内的任何地方工作。我们重视深度专注和异步协作，通过团队离岸活动、可选的联合办公和偶尔的出差来有意地进行面对面的连接。
你将负责的工作
- 支持客户全流程的互动，包括入职、账户设置、调试问题、功能和集成发现
- 调查并解决通过所有沟通渠道报告的客户问题，包括电子邮件、Slack、Twitter和Reddit
- 与我们的工程团队合作，记录和重现错误
- 将客户反馈的趋势和见解传达给整个团队，以指导产品决策
- 领导一些战略项目，以改善支持体验、内部知识共享和产品运营
要求
- 对技术、质量和Linear的使命充满热情
- 优秀的沟通能力和客户服务技能，有与技术或工程用户群体合作的经验。能够根据非技术用户调整沟通方式
- 有排查技术问题的经验，包括API和集成设置。能够在线性及其集成中各种环境中重现错误
查看英文原文
At Linear, we're building the product development system for teams and agents. AI is fundamentally changing how software gets built, and we’re shaping the tools this new era requires.
Founded in 2019, Linear has become the platform of choice for more than 40,000 companies (including OpenAI, Coinbase, and Ramp) to plan, build, and ship their products. Today, our team is distributed across North America, Europe, and Australia, and we’re continuing to grow internationally. What unites us is relentless focus, fast execution, and a deep care for software craftsmanship.
Over the past years, Linear has experienced incredible organic growth and has become an instrumental tool for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist at Linear, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.
Location & work mode
Linear is a remote-first company, with optional co-working offices in San Francisco, New York, and London. This role is open to candidates based within U.S. and Canada Pacific or Mountain Time. You can work from anywhere within those time zones. We value deep focus and async collaboration, with intentional moments to connect in person through team off-sites, optional co-working, and occasional travel.
What you’ll do
- Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
- Investigate and resolve inbound customer issues reported through all communication channels, including email, Slack, Twitter, and Reddit
- Partner with our engineering team to document and reproduce bugs
- Surface trends and insights from customer feedback to the team at large to inform product choices
- Lead select strategic projects to improve the support experience, internal knowledge sharing, and product operations
Requirements
- Passion about technology, quality, and Linear’s mission
- Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users.
- Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile).
- Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.
- Based in U.S. or Canada Pacific or Mountain Time only
What we offer
We're a small, focused team that cares deeply about the quality of our work and the people we do it with. Here's what you can expect:
- Competitive salary and equity
- Employee-friendly equity terms including early exercise in the US and extended exercise windows
- Daily meal and coffee stipend on every workday
- Paid co-working space or desk
- Health coverage (based on country requirements)
- 5 weeks paid vacation, plus local statutory holidays
- 4 months paid parental leave
- Paid month off after 4 years & every 2 years thereafter
- Regular team events and off-sites
- Remote-first with no required commute
Learn how we think and work
- A story about our mission: Read Me https://linear.app/readme
- Building our teams: Why and how we do work trials at Linear https://linear.app/blog/why-and-how-we-do-work-trials-at-linear
- How we work: Designing remote work at Linear https://linear.app/now/designing-remote-work-at-linear
- How Linear uses Linear: How our Customer Experience team works in Linear https://linear.app/now/cx-in-linear
- A video series: Conversations on Quality https://linear.app/quality
- Our recent tender offer: Sharing Linear’s growth with the people building it https://linear.app/now/sharing-growth-with-the-people-building-linear
Linear is an equal opportunity employer. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
A note on recruitment fraud: all official Linear hiring communication comes from an @linear.app http://linear.app email address, and all open roles are listed at linear.app/careers http://linear.app/careers. We never ask candidates for payment or financial information. Suspicious messages can be reported to security@linear.app.