Product Support Engineer

Osano is hiring an enthusiastic Product Support Engineer who wants to make a difference at an early-stage startup shaping the fast-growing privacy industry. In this role, you will play a pivotal role in supporting our customers. You’ll report directly to our Manager of Product Support to handle tickets, support chats, and technical escalations, ensuring top-notch, high-quality customer support. In this role, you'll collaborate with cross-functional teams, manage the ticket queue, and contribute to product improvement processes as we continue to scale.  

If you're obsessed with customer experience and innovative technology, we can’t wait to meet you! 

Osano is an Austin area, venture-backed startup focused on creating transparency in data. Osano is a certified B-corporation, which means that, although we are a for-profit company, we are mission-oriented, and we wake up every morning with the goal of doing well by doing good. 

The Role 

• Deliver technical support and guidance on the Osano product suite to customers and support team members, with a focus on resolving complex issues efficiently. 

• Ensure a positive customer experience by accurately routing tickets to Osano's Customer Success, billing, or other internal teams when necessary. 

• Oversee and maintain the ticket queue, prioritizing and managing timely resolutions based on SLA requirements and issue urgency. 

• Facilitate effective collaboration with product and engineering teams, handling bug reporting and prioritization to support continuous product improvement. 

• Positively impact the Support team’s Customer Satisfaction (CSAT) Score through responsive and solution-focused interactions. 

• Remain current on product updates, technical advancements, and industry trends to provide informed, accurate support to customers. 

• Advocate for the voice of the customer throughout the organization, ensuring that customer perspectives and needs influence decision-making. 

About You 

• You have some experience working in technical support and/or alongside engineers, preferably with SaaS technology in a startup environment. 

• You have basic knowledge of client-side languages𑁋Javascript, CSS, HTML, and some understanding of how coding works. Even better if you have experience or some exposure of webhooks, APIs, and mobile SDKs.    

• You have exposure to ticket management systems like Zendesk, HubSpot Service Cloud, and JIRA.  Even better, you have some exposure to CRM systems like HubSpot or Salesforce. 

• You enjoy challenging puzzles and bring flexibility + creativity to problem-solving. You’re eager to learn, explore new problems and technologies, and take risks to make a big impact. 

• You thrive in a remote environment. For us, that means being curious, proactively communicating, and bringing ingenuity and initiative every day. 

• You’re comfortable with change, especially in a high-growth startup environment. You’re able to navigate ambiguity and aren’t afraid to ask for help to meet priorities + deadlines.  

• You have a natural intuition for what makes for an accessible, functional, and delightful customer experience. 

Why Us 

• We’re a welcoming team that's dependable, curious, moves fast, and full of talented people! 

• We’re a B-corporation with a mission that matters, and we’re in a high-growth space with even more potential. 

• You’ll become a privacy expert, including the opportunity to obtain your Certified Information Privacy Technologist credential. 

• You'll have access to our training program, well-defined career paths, and a leadership team that values professional development! 

Compensation 

Based on your skills and experience, you can expect your annual base compensation to be between $75,000 and $85,000. We want everyone at Osano to have a stake in our success, so you'll also receive stock options upon joining the company.   

Benefits 

• Fair-pay compensation (provided below) and ownership interest/equity!   

• Unlimited paid time off + a requirement to take at least two weeks off per year.   

• We're a Best Place for Working Parents and offer paid parental leave for all new parents + we believe that family (however you define it) always comes first.   

• Osano sponsors individual premiums at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna.   

• A fully + permanently remote company so you can work from anywhere in the U.S.   

• Receive a Macbook + $1,000 to craft your home workspace   

• Annual $300 learning & development stipend to fuel your career and growth.  

• Annual company trip designed to foster connection, creativity, and having fun!   

• Mental health benefits with free memberships to mindfulness + talk therapy services