Technical Support Specialist ($2.5K – $3K/month) – Project Growth

Job Description

• Technical Expertise: Serve as the main point of contact for technical inquiries related to the Moxie Suite, providing guidance and support to the provider success and onboarding teams.
• Bug Triage and Resolution: Act as the first line of defense for reported bugs, gathering necessary information, prioritizing issues (Sev 1, Sev 2, Sev 3, Sev 4), and outlining steps for resolution. Solve straightforward issues independently and escalate more complex problems to the appropriate engineer.
• Verification: Verify bug fixes and updates from development teams to ensure successful resolution of reported issues.
• Stakeholder Communication: Communicate with relevant stakeholders, including PSMs, engineers, and providers, to provide updates on bug triage status and resolution timelines.
• Analysis and Improvement: Analyze bug trends and patterns to identify recurring issues and potential areas for improvement, contributing to product quality enhancement.
• Knowledge Management: Document FAQs and maintain resources in Notion to educate internal teams on Moxie Suite functionalities and processes.
• Django Admin Ownership: Manage and optimize the Django Admin tool, ensuring it is efficient and user-friendly for internal teams.