Technical Support Agent

New

Skills

Bug Tracking Tools Datadog Documentation Issue Triage Jira Linear Metabase Remote Work SQL Technical Support

The Technical Support Agent serves as the first point of contact for bugs and issues, ensuring that all reported problems are handled efficiently and effectively. This role involves gathering essential details to create high-quality bug tickets and coordinating with engineering teams for resolution.

Key Responsibilities
  • Serve as the first point of contact for bugs or issues.
  • Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets.
  • Assign severity (Sev 1–4) using defined guidelines.
  • Coordinate escalation with engineers and track resolution.
  • Verify fixes in staging or production and confirm issues are resolved.
  • Communicate status and timelines clearly to PSMs and engineers.
Required Skills & Qualifications
  • Experience in technical support or support operations.
  • Experience with bug tracking tools (Linear, Jira).
  • Ability to triage and prioritize issues.
  • Clear documentation for technical and non-technical audiences.
  • Comfort with basic-to-intermediate SQL.
  • Experience using BI tools (Metabase) and Datadog for logs.
  • Ability to work fully remote with core overlap in 9–5 EST; flexible hours.
  • Collaborative, cross-functional environment.
  • Growth path to Senior IC-3.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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