Customer Support Agent

About the role

Our customers are developers integrating a social data API. When something fails, they need a clear, fast reply—not a ticket black hole. You'll handle inbound email support: answering product questions, investigating failed requests (often with a requestId), and escalating real bugs to engineering. Volume is still growing; you'll help us build a support operation that scales with the product.

What you'll do

• Respond to customer emails about billing, credits, API usage, errors, and integration questions.
• Triage API failures using request logs, error codes, and reproduction steps.
• Write clear, helpful replies—copy-pasteable fixes where possible.
• Escalate product bugs, service outages, and doc gaps to the engineering team with good context.
• Flag recurring issues and doc improvements so we fix root causes, not just symptoms.
• Help maintain lightweight support macros and internal notes as patterns emerge.

What we're looking for

• Excellent written English and a calm, professional tone under pressure.
• Experience in technical customer support (SaaS, API, or developer tools strongly preferred).
• Comfort reading HTTP status codes, JSON error payloads, and basic API docs.
• Strong attention to detail—you catch missing requestIds and ask the right follow-up questions.
• Self-directed async work habits; we're remote and email-first.
• Empathy for developers who are blocked on a deadline.

Nice to have

• Familiarity with REST APIs, API keys, and credit or metering models.
• Experience with tools like Linear or Slack for handoffs to engineering.
• Prior support at a small team where you wore multiple hats.

Benefits

Full-time team members receive:

• Flexible hours — Async-first. We measure output, not screen time—work when you're most effective.
• Unlimited PTO — Take the time you need. Coordinate with the team for longer breaks.
• Equipment stipend — Home office setup that works for you—desk, monitor, or whatever you need.
• Learning budget — Courses, books, and conferences relevant to your role and growth.
• Health benefits — Health coverage for full-time team members. Details shared during hiring.

How to apply