Product Support Analyst @ Tilt

Tilt (check us out here) is looking for a Product Support Analyst to join our team and help us scale our business by owning the product support queue and collaborating closely with the Tilt product team to effectively support our users. This position is a full-time role reporting to our Senior Product Manager. Below is a description of the role and responsibilities, including the things you will be held accountable for and the virtues, behaviors and competencies that are expected for this role.

Responsibilities will include 🖇️

• Monitor and manage the product support Jira queue and routinely investigate and resolve user problems with a high level of customer service
• Streamline operational processes and procedures as it relates to product support 
• Engage product and engineering teams with discretion and with a clear escalation strategy
• Work with stakeholders to identify common issues and drive impactful solutions upstream
• Create and maintain relevant documentation, including runbooks and product support documentation, and collaborating with enablement/education teammates to distribute.
• Interface with customers to help diagnose issues and understand core problems
• Have deep knowledge of the Tilt product and understanding of our users 
• Communicate effectively in a variety of mediums and to various audiences
• Assist in Tilt integration support 
• Use reporting tools to investigate and quantify product bugs 

You’re a great fit if 😍 

• You have the proven ability to triage and troubleshoot a Software as a Service (SaaS) product 
• You have supported customers and understand the importance of their voice 
• You have experience with learning new product features and technologies quickly 
• You manage your time effectively with competing priorities and have the ability to work independently
• You have worked in environments that practice the following methodologies; Agile, Scrum, and Lean
• You have worked with various roles contributing to the Software Development Life Cycle and are interested in technology roles, teams, and careers
• You can utilize your platform knowledge to investigate, troubleshoot, and solve our clients most challenging and critical needs and issues  
• You have hands on experience with browser dev tools, tracing tools and searching and interpreting log files 
• You can develop scripts to automate troubleshooting 
• You are fearlessly flexible and curious; aka you thrive in an environment where we don't have all the answer but are willing to help us figure them out 
• You have high levels of empathy and can connect deeply with Tilt’s mission

Virtues/Competencies 🔐

1. Health & Family First 

You balance work and personal life effectively 

You get things done at a pace consistent with the business needs

You show up and are reliable 

You encourage others to put their health and family first 

2. Autonomy + Team. Always 

You are highly organized and can manage multiple priorities and deadlines at once

You are focused on scale and building - you understand that pace is equally as important as quality 

3. Be Curious 

When you don’t have all of the answers, you dig in and ask questions 

You don’t let negative assumptions drive your actions and instead assume positive intent and find truth 

You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth 

4. Love Our Customers 

You show empathy and compassion; you strive to meet people where they are to offer maximum support 

5. Fearlessly Flexible 

You go with the flow and deal with (lots) of ambiguity 

You’re not afraid to work without clear direction

Total Compensation 💰

The projected annual salary range is $90,000 - $100,000 USD plus stock options (ISOs), because we believe everyone should have some stake in our business. We are people-first and this ain’t some PR jazz, we truly give a damn about our peeps! 

Additional benefits include:  

Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents. 

401k + match (100% match on the first 3%, 50% match on the next 2%) 

$100 monthly to spend on “What Matters Most”

Responsible Time Off - take what you need, when you need it! 

More about our amazing Perks and Benefits can be found here! 

More about Tilt

Tilt’s mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us, you’ll be part of a fearless band of humans helping employers balance empathy with economics. We’re changing the status quo and it’s hard. You should know that now. You should also know that joining Tilt means the opportunity to be a change-maker. We’re thinkers, doers, revolutionaries, dreamers, get shit done-ers, and bold enough to tackle a really complex space. 

Remote Work & Flexibility 🌸

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work.  Overall, we trust our team and are focused  on outcomes not outputs. 

Equal Opportunity Employer  🌎

We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a person’s merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race, color, creed, religion, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law. We comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity.

You must be authorized to work in the US. 

So what do you say? Do you want to join our team?