Product Support Representative

About the role

As a Product Support Representative, you will be an integral member of the go-to-market team, helping to build the support function. You will provide world-class support to customers, acting as a trusted expert on the Fieldguide platform to ensure their ongoing success. This role involves troubleshooting technical issues, advocating for customer needs internally, and contributing to the overall user experience.

Responsibilities

• Respond quickly and accurately to client requests for assistance with a positive attitude.
• Provide technical support by troubleshooting problems via email, phone, or chat and working with Engineering on fixes.
• Guide customers through platform features and functionalities, providing tips and best practices.
• Act as a link between customers and internal teams to help shape the product roadmap and facilitate feedback loops.
• Assist in customer database setup and template creation to support onboarding and retention.
• Contribute to and update online help resources, FAQs, and support documentation.

Required skills

• Customer support
• Technical support
• Troubleshooting
• Customer-facing

Nice to have

• Microsoft Office integration
• Merge tags

Qualifications

• 1-3 years of customer support experience
• 1-3 years in a customer-facing technical role
• Startup or scale-up experience

About the Company

Fieldguide is a values-based company building software to automate and streamline the work of assurance and audit practitioners in cybersecurity, privacy, and financial audit. We are a remote-first company backed by top investors including Goldman Sachs Alternatives, Bessemer Venture Partners, and Y Combinator.