Product Support Specialist, APAC
在线性公司，我们正在为团队和代理人构建产品开发系统。人工智能在根本上改变了软件的构建方式，并塑造了这个新时代所需的工具.2019年成立，线性已经成为超过4万家公司 （包括 OpenAI,Coinbase 和 Ramp）计划，建造和运输他们的产品的首选平台。今天，我们的团队分布在北美，欧洲和澳大利亚各地，我们继续发展国际化。我们结合的是无情的关注，快速执行以及对软件工艺深厚关心。在过去几年里，线性公司经历了令人难以置信的有机增长，并成为世界上许多最好的产品团队的一个重要工具。我们认为客户支持应该始终感觉到是该体验的延伸。作为线性公司的产品支持专家，你将通过提供客户反和见解，为我们的技术文档做出贡献，并在社交频道上吸引技术客户社区。位置 & 工作模式线性公司是一个远程第一公司，在旧金山，纽约和伦敦设有可选合作办公室。这个职位仅适用于居住在澳大利亚或新加坡的候选人。你可以从这些国家内的任何地方工作。我们重视深度关注和非同步协作，通过团队外站点，可选合作和偶尔旅行进行亲身连接的刻意时刻。你会做什么 - 在端到端参与中支持客户，包括登录，帐户设置，调试问题，功能和集成发现 - 研究并解决通过各种通信道报告的客户问题，包括电子邮件，Slack,Twitter 和 Reddit - 与我们的工程团队合作记录和复制错误 - 从客户反和见解向整个团队提供信息产品选择 - 领导精选战略项目，以改善支持体验，内部知识共享和产品运营 - 在规模上提供高水平的企业支持，与客户成功和销售需求一起导航复杂账户需求 - 对技术，质量和线性任务的热情 - 卓越的沟通和客户服务技能以及与技术或工程用户群合作经验。
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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 residing in Australia or Singapore only. You can work from anywhere within those countries. 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 a variety of 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
- Deliver high-touch Enterprise support at scale, navigating complex account needs alongside Customer Success and Sales
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.
- Currently based in Australia or Singapore.
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