Remote Technical Support Specialist (12 views)

June 22, 2022
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)

Hi, thanks for reading about our Technical Support Specialist opportunity! We’re glad you’re here.

We’re Knack, a code-free platform used by thousands of customers from non-profits to the world’s biggest companies to easily build custom apps, workflows, and databases.

We’re looking for a tenacious and detail-oriented technical troubleshooter who’s excited about the idea of working with a complex product that leads to solving new and interesting issues every day.

You’ll support our Customer Support team, and thereby customers, by helping to reproduce and resolve tricky technical issues that are escalated to you. You’ll also help them by creating tools and providing training that better help them support customers on technical issues. You’ll help our Engineering team by writing up bug reports, as well as prioritizing bugs and feedback from Knack customers.

Knack is and has always been a 100% remote company. We started as a remote company so we know what it takes to ensure the success of a distributed team. TLDR: that essentially means that each member of the team has a huge amount of autonomy and ownership to define their work and impact.
We also emphasize the journey over the destination. We’re looking for applicants that are opinionated about what matters to them and want to join a fun, passionate, close-knit crew of high-quality human beings that, above all, enjoy working together. Hopefully, that’s you!

In this role, you will:
  • You’ll become an expert in how our product works and provide direct support to our Support team. 
  • You’ll investigate escalated technical issues and leverage internal resources and tools to resolve those issues. You’ll use CLI tools to trace logs, make network requests, and run internal utilities.
  • You’ll reproduce bugs and translate them into bug reports. You’ll also manage an issue backlog in Jira and help prioritize the work for our Engineering team.
  • You’ll assist with migrations and work with the Engineering team to identify solutions for reducing app complexity for customers. 
  • You’ll create internal team resources and tools to help more quickly troubleshoot and resolve technical issues.
We’re looking for someone who is:
  • A technical troubleshooter. You’re experienced in investigating and troubleshooting technical issues for a software or SaaS product. Familiarity with basic HTML, CSS, JavaScript, help desk experience, and APIs is a bonus.
  • Tenacious. You. do. not. quit. The gnarlier the problem, the better. You see everything as a resource to help you solve problems, and you’re not afraid to use them.
  • Detail-oriented. You’ll search network requests and track activity logs all to find that obscure detail that cracks the case. You’ll need to give engineers precise instructions to replicate an issue. You find the needle in the haystack and jump back in for more.
  • Eats complexity for breakfast. You’re only comfortable when you’re thrown in the deep end. Knack is a complex product with open-ended user flows. Anything can happen and often does. No problem will be the same, and you’ll see something new every day.
  • An excellent written communicator. You can break down complex topics or issues into easy-to-understand steps.
  • Always on the lookout for ways to improve things. You enjoy finding ways to make things easier, more efficient, less frustrating for your team (and yourself). You’re also willing to advocate for and to implement those changes.
  • Hungry for meaningful work, and the space to do it. Knack is a complex product in a complex space and the work is extremely challenging – but also deeply rewarding. Knack makes a major impact on the work of thousands of companies and organizations.