The role involves providing technical support, analyzing user feedback, collaborating with engineering teams, and maintaining knowledge bases to enhance user experience.
Signal is hiring a technical support specialist to join us in making private communication accessible to millions of users worldwide through our mobile and desktop apps. We’re seeking a self-starter who is passionate about helping users and investigating issues in service of delivering an effortless user experience. The Signal app maintains the highest standard of user privacy, which can be challenging to build and support, but we are steadfast in our commitment to the mission of secure and private communication for all.
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!
Signal Messenger is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, veteran or disability status.
At Signal, trust and mutual respect are foundational to our culture, as are empathy and transparency in how we interact as an internal team and with the world around us. We are committed to creating a work environment that is supportive, challenging, and that draws on people from a variety of backgrounds. Diverse perspectives and backgrounds are critical to delivering on our core purpose of protecting free expression and enabling secure communication around the globe.
#LI-Remote
Top Skills
Android
iOS
Linux
macOS
Windows
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