Responsibilities

• Develop deep expertise in every aspect of the Puzzle platform to provide authoritative guidance and anticipate customer needs.
• Offer technical customer support and guidance on troubleshooting steps and best practices.
• Identify, document, and prioritize technical issues from customers and internal teams.
• Create detailed, reproducible bug reports and gather logs or screenshots for engineers.
• Test new features before release to catch issues early and maintain platform stability.
• Serve as the bridge between Customer Success and Engineering to ensure smooth communication and quick resolution of incidents.
• Suggest and refine internal workflows to improve issue tracking, escalation, and resolution.

Requirements

• 2+ years of experience in technical support, product specialist, QA, or related role in a SaaS or software environment.
• Strong problem-solving skills and curiosity to investigate root causes.
• Ability to work in a fast-paced startup environment and handle ambiguity.
• Ability to translate technical details into clear, concise documentation.
• Comfortable analyzing logs, investigating performance issues, or using tools like Zendesk, Intercom, Linear, Datadog, and Retool or willing to learn.
• Excellent communication skills and a collaborative mindset.
• Familiarity with accounting principles is a plus but not required.

Benefits

• Competitive base pay and meaningful equity.
• 100% paid employee health, dental, and vision plans (U.S. & Canada vary).
• 10 observed holidays and flexible PTO policy.
• $1000 home office budget.
• $2400 co-working budget.
• $600 learning and development budget.
• 401K savings plan.