Technical Support Associate

About Our Client

Our client is building the world’s leading AI-native Digital Experience Platform, operating as a remote-first company built on trust, transparency, and creativity. This work requires grit, as the team moves fast without sacrificing craft or quality. The mission is to bring development superpowers to everyone, empowering entrepreneurs launching their first idea to global enterprises scaling their digital presence, enabling teams to design, launch, and optimize for the web without barriers. The belief is that the future of the web, and work, is more open, more creative, and more equitable, and the organization is dedicated to building it together.

About The Technical Support Associate Role

Our client is looking for a Technical Support Associate to be the voice for customers and the bridge between their goals and the platform. In this role, individuals will help people solve real-world challenges, guide them through complex problems, and inspire confidence as they create. Every interaction is an opportunity to make a lasting impact—whether troubleshooting a tricky build, uncovering a new workflow, or empowering someone to launch their next big idea.

As part of the support team, individuals will not only grow their technical skills but also play a key role in shaping how customers experience the platform. Collaboration with teammates across support, product, and engineering is expected, along with sharing feedback that drives improvements and celebrating the wins that come from helping thousands of people build on the web.

Additional Information

• Location: Remote-first (United States; ON, Canada)
• Must be based on the West Coast
• Required to work Wednesday - Sundays
• Full-time Permanent Exempt

The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. The specific base pay within this range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.

• United States (all figures cited below are in USD and pertain to workers in the United States)
• Zone A: $75,000 - $89,000
• Zone B: $70,000 - $84,000
• Zone C: $66,000 - $78,000
• Canada (figures cited below are in CAD and pertain to workers in ON & BC, Canada)
• $85,000 - $100,000

This role is also eligible to participate in the company-wide bonus program. Target amounts are a percentage of base salary and vary by career level. Payouts are based on company performance against established financial and operational goals.

• Application deadline: applications accepted on an ongoing basis until position is closed and filled
• This posting is for an existing vacancy
• Reporting to Manager, Technical Customer Support

As a Technical Support Associate, you will:

• Deliver consistently exceptional customer experiences to every user.
• Assist customers in support queues, chat and phone utilizing various tools such as Zendesk, Zoom and Jira.
• Document and report bugs, resolve issues, and foster collaboration within the team to ensure top-tier customer satisfaction.
• Advocate for customer needs, collaborating closely with your team and manager to identify opportunities for enhancing the product and services.

About You

Requirements:

• Must be able to work weekends (Sunday - Wednesday)
• 1+ years of experience in a technical support role and can bring high-touch customer support experience in SaaS or technical services, across email, phone, and live chat.
• Are proficient in HTML, CSS, DNS, JavaScript, or have familiarity with the platform's knowledge base.
• Possess a deep understanding of the platform or similar web design tools.

You’ll thrive as a Technical Support Associate if you:

• Can quickly self-learn and adapt to evolving product features and digital tools.
• Apply analytical and critical thinking skills to technical troubleshooting.
• Work autonomously while being a creative and supportive team player.
• Practice radical candor to communicate clearly and solve problems creatively.
• Demonstrate strong written and verbal communication skills in English.
• Advocate for others such as customers and colleagues and aspire to build a career in customer support.
• Have experience working with Google Workspace, Slack, Zendesk, and Confluence.
• Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact.

Core Behaviors

• Build lasting customer trust. Trust is built by taking action that puts customer trust first.
• Win together. Play to win, and win as one team. Success is not a solo act.
• Reinvent ourselves. Don't just improve what exists, imagine what's possible.
• Deliver with speed, quality, and craft. Move fast because the moment demands it, and do so without lowering the bar.

Benefits

• Ownership in what you help build. Every permanent employee receives equity (RSUs) in the growing, privately held company.
• Health coverage that actually covers you. Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with the organization covering most premiums.
• Support for every stage of family life. 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents. Plus inclusive care for family planning, menopause, and midlife transitions.
• Time off that’s actually off. Flexible vacation, paid holidays, and a sabbatical program to help you recharge and come back inspired.
• Wellness for the whole you. Access to mental health resources, therapy and coaching.
• Invest in your future. A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally.
• Monthly stipends that flex with your life. Localized support for work and wellness expenses — from Wi-Fi to workouts.
• Bonus for building together. All full-time, permanent, non-commission employees are eligible for the annual WIN bonus program.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• SaaS Experience
• HTML
• CSS
• DNS
• JavaScript
• Zendesk
• Jira
• Communication Skills
• Customer Advocacy