Hiring Senior Product Support Specialist | Portal

Senior Product Support Specialist


Date listed

1 week ago

Employment Type

Full time



Keywords: remote qa datadog

At Portal, we're building Shopify for Service Businesses. We want to make it easy for entrepreneurs anywhere to start and scale service businesses: marketing agencies, bookkeeping firms, recruiting agencies, and thousands of others.

While it is straightforward to set up a Shopify store and sell a physical product on the Internet, entrepreneurs that want to sell and deliver a service on the Internet have to stitch together SaaS apps, and even then are unable to offer clients a streamlined experience under their own brand. We want to change this by giving service businesses the building blocks (messaging, payments, etc.) to design their own product and offer their clients a modern streamlined experience.

In February 2022, we raised a $10M seed round led by Ali Rowghani at YC Continuity and Lachy Groom. Other investors include Y Combinator, Liquid 2, Tribe, Addition, Slope, YC partner and Scribd founder Jared Friedman, former SVP Product at Lyft Ran Makavy, and Pipe founders Zain Allarakhia and Josh Mangel.

About the role

In this role you will be adept at both building relationships and resolving issues. You will be the primary technical point of contact for all Portal customers and build a deep understanding of our technical architecture and be ready to troubleshoot any issues. You will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for all customers.

What you are

  • Prior experience troubleshooting technical issues and responding to customers

  • Comfortable debugging code to find issues

  • Have experience working with some log system (CloudWatch, NewRelic, Datadog, etc.)

  • Excited by more ownership and the opportunity to have a meaningful impact

  • Prior US work authorization required, we can transfer existing H-1B or similar visas on a case by case basis

  • We are looking for someone who can work remotely from the US

What you'll do

  • Primary technical point of contact for Portal customers.

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers setup and maintain their Portal.

  • Take end-to-end ownership of issues, including initial troubleshooting and identification of root cause by analyzing logs, code, and supporting tools.

  • Work in close collaboration with Engineering, Product, and QA to build an understanding of the product and provide input on the roadmap.

  • Collect information and document bugs with Engineering for product issues that are impacting customers.

  • Know the technical architecture and specifics of Portal, and be ready to troubleshoot issues.

  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

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