Product Support Specialist, APAC

Linear is building tools to empower high-impact companies in software development. As a Product Support Specialist, you will contribute to the product's future by surfacing customer feedback, contributing to technical documentation, and engaging a technical customer community. This role is crucial for Linear's expansion into the APAC region, supporting a growing customer base in their timezone and deepening relationships. It's a unique opportunity to be a foundational member of the Go To Market team in a new market.

Must Have

• Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
• Drive Linear’s expansion into APAC as one of our first hires in-region
• Investigate and resolve inbound customer issues reported through all communication channels
• Partner with our engineering team to document and reproduce bugs
• Surface trends and insights from customer feedback to inform product choices
• Lead select strategic projects to improve the support experience and partner with key local customers
• Passion about technology, quality, and Linear’s mission
• Excellent communication and customer service skills and experience working with a technical or engineering user base
• Ability to adapt your communication approach to non-technical users
• Experience troubleshooting technical issues, including APIs and integration setups
• Ability to reproduce bugs with Linear and our integrations in various environments
• End-to-end ownership and autonomy in a mostly async, multi–time zone environment

Good to Have

• Bilingual proficiency preferred; English and at least one major Asian language (e.g. Japanese, Korean)
• Familiarity with SQL, Javascript, APIs, and GitHub

Perks & Benefits

• Interesting and challenging work
• Work-life balance
• Competitive salary and equity
• Employee-friendly equity terms (extended exercise)
• Paid lunch and coffee during workdays
• Work remotely, no commuting to the office
• Paid co-working space/desk at an office
• Regular team events and offsites
• 5 weeks of paid vacation
• 4 months of paid parental leave

At Linear, we are on a mission to create a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft.

Founded in 2019, Linear has become the platform of choice for 20,000+ companies to plan and build their products. Set up as a fully remote company from the start, our team is currently distributed across a variety of countries across the US and Europe. What unites us is relentless focus, fast execution, and our passion for software craftsmanship. We are all makers at heart and care deeply about the quality of our work.

Over the past years, Linear has experienced incredible organic growth and has become an instrumental tool for many of the world’s best product teams. We believe customer support should always feel like an extension of that experience. As a Product Support Specialist, you’ll contribute to the future of our product by surfacing customer feedback and insights, contributing to our technical documentation, and engaging a technical customer community via social channels.

We are now expanding into APAC and hiring our first Go To Market team members in the region to accelerate growth with some of the world's most innovative product and engineering teams. Hiring our first Customer Experience team member in Australia will enable us to support our growing customer base in APAC in their own timezone, deepening our relationships and setting us up to scale successfully across the region. This is a rare opportunity to be the tip of the spear in a new market and help us learn how to serve APAC customers at scale.

Please note: We are an equal-opportunity employer and remote-only company. At this time, we can only support hiring within Australia for this role.

What you’ll do

• Support customers in end-to-end engagement, including onboarding, account setup, debugging issues, feature and integration discovery
• Drive Linear’s expansion into APAC as one of our first hires in-region
• Investigate and resolve inbound customer issues reported through all communication channels, including email, in-app, Slack, Twitter, and Reddit
• Partner with our engineering team to document and reproduce bugs
• Surface trends and insights from customer feedback to the team at large to inform product choices
• Lead select strategic projects to improve the support experience and partner with key local customers

What we’re looking for

• Passion about technology, quality, and Linear’s mission
• Excellent communication and customer service skills and experience working with a technical or engineering user base. Ability to adapt your communication approach to non-technical users.
• Experience troubleshooting technical issues, including APIs and integration setups. Ability to reproduce bugs with Linear and our integrations in various environments (different browsers, Windows, Mac, Mobile).
• End-to-end ownership and autonomy in a mostly async, multi–time zone environment
• Bilingual proficiency preferred; English and at least one major Asian language (e.g. Japanese, Korean)
• Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don’t have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.

What we offer

• Interesting and challenging work
• Work-life balance
• Competitive salary and equity
• Employee-friendly equity terms (extended exercise)
• Paid lunch and coffee during workdays
• Work remotely, no commuting to the office
• Paid co-working space/desk at an office
• Regular team events and offsites
• 5 weeks of paid vacation
• 4 months of paid parental leave

Learn how we think and work

• A story about our mission: Read Me
• How Linear uses Linear: How our Customer Experience team works in Linear
• Building our teams: Why and how we do work trials at Linear
• Our recent Series C Fundraise and Giving our team liquidity