Technical Support Agent

Key Responsibilities:

-KEY RESPONSIBILITIES: Own the technical support and bug triage process, including intake, severity assignment, and resolution coordination.

-INTERNAL ENABLEMENT & KNOWLEDGE SHARING: Answer internal technical questions and build documentation to reduce repeated queries.

-QUALITY & TREND AWARENESS: Identify recurring issue patterns and share insights to improve system quality.

-WHAT SUCCESS LOOKS LIKE: Within 3-12 months, achieve independent workflow ownership, improve bug resolution times, and enhance team self-sufficiency.

Qualifications:

-REQUIRED: Experience in technical support or support operations, with skills in SQL, bug tracking tools, and documenting findings.

-NICE TO HAVE: Familiarity with SaaS platforms, regulated products, and creating internal documentation.

Our Stack:

-CORE PRODUCT & INFRASTRUCTURE: Django Admin, AWS, Cloudflare, and Clerk for backend and security.

-OBSERVABILITY & DATA: Datadog for monitoring and Metabase for analytics.

-INTERNAL COLLABORATION: Notion, Slack, and GitHub for documentation and workflow management.

Final Note:

-The role is ideal for someone who enjoys solving technical problems and improving internal operations, acting as connective tissue between teams.