Description
As the technical backbone of Gamma's support team, you'll resolve complex issues and ensure millions of users have an excellent experience with the product.
Day to day, you'll partner with engineering, design, and product to surface patterns from customer feedback, improve internal support tooling, and help shape how we respond to issues at scale.
You'll also proactively monitor user-generated content to identify potential abuse or policy violations, helping keep Gamma a safe and trusted platform.
We love working together to stay creative and connected, with flexibility to work from home when focus matters most.
Responsibilities:
Respond to technical customer inquiries and support escalations via email and chat in Intercom
Debug complex issues related to Gamma sites, leveraging APIs and technical troubleshooting skills
Discover and iterate on improvements to internal AI tools to multiply the team's productivity
Collaborate with engineering and design to surface product improvements and deliver effective solutions
Build and maintain technical resources including documentation, knowledge base articles, and troubleshooting guides
Triage bug tickets and proactively monitor user-generated content for potential abuse or policy violations
What you'll bring:
1–2 years of experience in technical customer support or QA for a highly technical product, with strong troubleshooting and analytical skills
Excellent written and verbal communication, with the ability to explain complex topics clearly to non-technical users
Ownership mindset and comfort in a player-coach role, with strong initiative and follow-through
Technical background through a degree, certification, or hands-on experience in support engineering, QA, AI enablement, or software development
Experience at an early-stage startup, or familiarity with tools like Intercom, Zendesk, Metabase, Stripe, Linear, or LaunchDarkly (Nice to have)
Compensation range: The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $120K - $165K plus benefits & equity.