💼 About This Role

You'll be the first line of defense for SMB clients at a fast-growing edtech startup. You'll own the support pipeline, troubleshooting API-related errors and coordinating with engineering. This role offers massive ownership and the chance to shape company culture.

🎯 What You'll Do

• Handle first-line support for SMB clients via Slack, email, and Google Meet
• Manage support ticket backlog in Pylon
• Escalate issues and submit JIRAs to engineering
• Improve processes, response time, and customer satisfaction

📋 Requirements

• 2-4 years of SaaS support or technical account management
• Ability to explain APIs in plain language
• Experience troubleshooting workflows across multiple systems
• Independently investigate issues using documentation and testing

✨ Nice to Have

• Experience at a Seed Series startup
• Process improvement track record

🎁 Benefits & Perks

• 💰 $65K - $80K + equity (0.2%-0.5%)
• 🏖️ Generous PTO
• 🍽️ Weekly team lunches
• 🩺 Health, Dental, Vision insurance
• 👶 Paid Parental Leave

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min

🚩 Heads Up

• No specific tech stack tools mentioned despite API support role
• Vague responsibilities: 'contribute to vision and mission'