Technical Support Specialist

Responsibilities

• Communicate diplomatically with users to provide accurate and timely support across multiple channels of feedback.
• Analyze and research reported issues, and then help set priority based on relative importance.
• Convert qualitative user feedback into more quantifiable and actionable information for product development to understand and address.
• Help maintain our knowledge base.
• Collaborate with engineering teams to identify root cause; obtain detailed error reporting from users to aid troubleshooting.

About You

• 5+ years of experience in technical support.
• Highly organized, self-starter comfortable with Android, iOS, Mac, Windows, and Linux platforms.
• Thrive on learning, solving problems and approaching challenges with a curious, solution-oriented attitude.
• Strong communication skills and customer empathy, with the ability to explain complex ideas in a simple and friendly way.
• Fluency in written English, additional spoken or written languages can be beneficial.

What We Offer

• We’re fully distributed. This means you can work anywhere within the US. Whether it’s your living room or a coworking space we help cover, Signal gives you the flexibility to work from anywhere. And we get together periodically so you can get to know your colleagues in person.
• As a 501c3 nonprofit, we’re driven by our privacy mission, not financial markets. This means we are liberated to focus on what is best for users without distractions or compromises.
• Feel good about what you do. Signal is building core infrastructure for truly private digital communications. We don’t participate in the surveillance business model, and we are proud of the integrity and transparency of our work.
• Hourly pay range based on experience and skillsets: $40-50/hr.
• If you successfully convert to Full Time Employee status, benefits include health insurance and 401(k) plan with employer match up to $20,500.


• We can’t wait to meet you!