Product Support Associate

About the role

Product Support is the front line for resolving escalated issues that reach our internal teams and customers - the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation.

What you'll do

• Own escalation cases end to end - triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible
• Ensure accuracy and clarity in every resolution: small errors here have outsized downstream impact
• Build fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog
• Serve as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing
• Get on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth…

What you need

• 1–3 yrs of experience
• Troubleshooting
• Salesforce
• Datadog
• Any graduate