Technical Support & Product Liaison Officer

Technical Support & Product Liaison (Remote - US Hours)

The Mission

We are at a pivotal moment: Launch. As our first Technical Support & Product Liaison , you are the face of the company to our early users and the "voice of the user" to our engineers. You will be responsible for ensuring no user stays stuck for long, and no bug goes undocumented.

The Role

This is a dual-impact role. One half of your day is spent in the chat interface, guiding users through the platform and solving "how-to" hurdles. The other half is spent in our technical stack—reproducing bugs, writing Jira tickets, and tracking development progress to ensure our product stays polished.

Key Responsibilities

1. Front-Line User Success (The "Help" Pillar)

● Real-Time Support: Own the live chat interface to answer "How do I...?" questions and guide users through core workflows.

● Unsticking Users: Proactively identify when a user is struggling with a specific action and provide the direct steps (or screen recordings) to get them past the finish line.

● Education: Transform common questions into simple "Self-Help" articles to build our initial Knowledge Base.

2. Technical Liaison (The "Dev" Pillar)

● Bug Diagnosis: When a user reports an issue, you don't just "pass it on." You investigate. You use Browser DevTools and logs to find the root cause.

● Jira/Ticket Management: Translate user issues into high-quality technical tickets. Every ticket you write must include:

○ Clear "Steps to Reproduce."

○ Expected vs. Actual behavior.

○ Technical environment (OS, Browser, App Version).

○ Impact level (Low/Medium/High/Blocker).

● Progress Tracking: You own the "Feedback Loop." You track the status ofi bugs in the dev sprint and are responsible for notifying the user the moment a fix is deployed.

Ideal Candidate Profile

● Experience: 3+ years in a SaaS-specific support role (FinTech, EdTech, or Dev Tools preferred).

● Communication: You can pivot from a friendly, empathetic chat with a frustrated user to a cold, clinical, and precise bug report for a developer.

● Tools: Proficient in Jira/Linear , Intercom/Zendesk , and Loom .

● Technical Curiosity: You aren't afraid of looking at a JSON payload or checking a network request to see why a button didn't trigger an action.