Product Support Representative

Job Description:

• Respond quickly and accurately to client requests for assistance
• Provide technical support for Fieldguide’s platform via email, phone, or chat
• Troubleshoot, investigate, and reproduce technical issues
• Work with Engineering on fixes when needed
• Guide customers through Fieldguide platform features and functionalities
• Provide usage tips and best practices
• Communicate customer needs to Engineering, Product, and Design teams
• Help shape the product roadmap through customer feedback
• Facilitate customer participation in beta feature deployments
• Assist with customer database setup and template creation
• Maintain online help resources, FAQs, and support documentation

Requirements:

• 1–3 years of customer support experience or experience in a customer-facing technical role
• Experience in support, implementation, solutions, or support plus engineering
• Startup or scale-up experience
• Proven track record of driving customer satisfaction and fostering long-term client relationships
• Ability to take ownership of projects end-to-end with minimal direction or oversight
• Ability to adapt quickly to changing processes and customer needs
• Comfortable working 2pm to 11pm PT
• Familiarity with the integration of merge tags in Microsoft Office applications is desirable

Benefits:

• Equity
• Remote-first work arrangement
• Work from anywhere
• Work-life balance
• Inclusive and supportive culture