Product Support Analyst at CMiC providing first contact support for software inquiries and issues. Actively engaging with customers to troubleshoot problems and enhance client relationships.
About the role
- Support Engineer managing expert support and technical troubleshooting for Terac's expert network. Utilizing AI tools and workflows to resolve issues and improve user experience remotely.
Responsibilities
- Triage and resolve expert-facing support tickets via Slack
- Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors
- Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly
- Escalate and document bugs for the engineering team when deeper changes are needed
- Build and improve support workflows, knowledge base articles, and internal runbooks
- Identify recurring issues and advocate for platform improvements that reduce support volume
- Monitor expert experience metrics and flag emerging problems early
Requirements
- Strong technical troubleshooting skills — comfortable reading logs, querying databases, and working in code
- Experience with AI-native development tools and workflows
- Clear, empathetic communicator who can translate technical problems into plain language for experts
- Self-directed and organized — able to manage a ticket queue and prioritize effectively with minimal oversight
- Comfortable working asynchronously with a distributed team
- Energized by solving problems quickly and making people's experience better
- Nice to have:
- - Experience in a support engineering or technical support role at a fast-moving startup
- - Familiarity with Slack-based support workflows
- - Background working with marketplace platforms or expert networks
Benefits
- Competitive contractor compensation
- Remote — work from anywhere
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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