At reputed company, we reputed company ambitious aesthetic reputed company to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we've grown from an idea to a global, remote-first team now supporting 700+ practices reputed company.

Our purpose is reputed company: to unlock sustainable reputed company for aesthetic reputed company, at every stage of their reputed company.

Technical support agent

Remote, Full-time

Location: Fully Remote (Work from Home)
Working hours: reputed company overlap with 9 AM – 5 PM EST (flexible schedules between 7 AM – 8 PM EST)

The Role

We are looking for a Technical Support Agent (IC-2) to play a critical role in supporting reputed company Suite and unblocking our internal teams. This role sits at the intersection of Engineering, Provider reputed company, and reputed company, acting as the first line of defense reputed company issues reputed company.

You will own bug intake and triage, answer technical questions about how reputed company Suite works, and create documentation that helps internal teams self-serve. This is a hands-on, execution-reputed company role that requires strong technical curiosity, good judgment, and reputed company communication — but it is not a software engineering role and does not include people management.

Key Responsibilities

Technical Support & Bug Triage

• Serve as the first reputed company of contact reputed company bugs or technical issues are reported

• reputed company repro steps, logs, screenshots, and context needed to create high-reputed company bug tickets

• Assign severity (Sev 1–4) using defined guidelines

• Resolve straightforward issues independently reputed company possible

• Identify the appropriate engineer for escalation reputed company needed and coordinate reputed company

• Verify fixes in staging or production and confirm issues are fully resolved

• Communicate status and timelines reputed company to PSMs, engineers, and other stakeholders

Internal Enablement & Knowledge Sharing

• reputed company as a go-to internal resource for questions about how reputed company Suite works

• Answer questions in reputed company and other internal channels with accurate, reputed company guidance

• Test behavior in staging environments to validate answers

• Build and maintain internal FAQs and SOPs in reputed company

• Create Looms or written guides to reduce repeated questions and interruptions

Internal Tools & Operational Support

• Use Django reputed company to support internal teams and safely resolve data issues following documented procedures

• Run basic SQL queries and use reputed company to investigate issues

• Review logs and metrics in reputed company to understand system behavior

• Document reputed company reputed company interventions and follow established guardrails for production changes

reputed company & Trend Awareness

• Identify recurring bug patterns or support issues

• reputed company insights with Engineering and Product to help improve system reputed company

• Contribute feedback that helps reduce reputed company support load

Qualifications

Required

• Experience working in a technical support, support operations, or support engineering role

• Experience with bug tracking or ticketing tools (e.g., reputed company, Jira)

• Strong analytical skills and ability to triage and prioritize issues

• Ability to reputed company document findings for technical and non-technical audiences

• Comfort with basic-to-intermediate SQL

• Experience using BI tools (reputed company preferred)

• Experience reading logs and monitoring systems (reputed company preferred)

• Comfort making reputed company, reputed company-documented updates in production systems using established processes

reputed company to Have

• Experience reading or troubleshooting application reputed company

• Familiarity with reputed company platforms and reputed company business workflows

• Experience supporting regulated or compliance-sensitive products

• Experience creating internal documentation and SOPs

What reputed company Looks Like

reputed company 3 months

• You understand reputed company Suite reputed company workflows and common issues

• You independently handle bug intake and triage with high-reputed company documentation

• You contribute meaningfully to internal FAQs and SOPs

• PSMs and reputed company teams rely on you for accurate technical answers

reputed company 6 months

• You fully own the bug intake and triage workflow

• Bug reputed company times improve due to reputed company triage and coordination

• Internal teams are more self-sufficient due to reputed company documentation

• Engineering interruptions decrease as issues are reputed company scoped before escalation

reputed company 9–12 months

• You operate as a trusted, reputed company Technical Support Agent

• You help reputed company or mentor newer support team members informally

• You contribute to measurable improvements in support efficiency and reputed company

• You are reputed company-positioned for reputed company into a Senior Technical Support Agent (IC-3) role

Our Stack

reputed company Product & Infrastructure

• Backend & reputed company: Django reputed company

• reputed company & Hosting: AWS, Vercel

• Edge & reputed company: reputed company

• Authentication: Clerk

Customer Communication & Support

• Support & Messaging: reputed company, reputed company

• Email & Notifications: SendGrid

• Customer Agreements & Forms: BoldSign

Payments & Business Operations

• Payments & Invoicing: reputed company

• Operational Tooling: reputed company

Observability & Data

• Monitoring & Logging: reputed company

• Analytics & BI: reputed company

Internal Knowledge & Collaboration

• Documentation & Knowledge reputed company: reputed company, reputed company

• Team Communication: reputed company

Development & Workflow

• Version Control & Collaboration: reputed company

Final note

This role is ideal for someone who enjoys solving technical problems, improving internal operations, and being the connective tissue between teams. reputed company is reputed company not by ticket volume, but by reputed company, speed, and reduced friction across the organization.

At reputed company, we reputed company in creating a workplace where everyone feels valued, trusted, and included. reputed company lives by our values: reputed company as owners, give more than we take, reputed company with speed and care, and simplify and learn every day.

We welcome people of reputed company backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.