Position: Customer Support Specialist
Working Hours: Aligned with Central Time (CT) or Eastern Time (ET) zones
Employment Type: Full-time — Based in Austin, TX, or Remote within CT/ET zones
About the Role:
We are seeking a dedicated and proactive Customer Support Specialist to join AppSignal, a company that empowers thousands of development teams in over 60 countries to monitor the performance of their web applications. As a remote-first organization with a diverse team spread across seven countries, we pride ourselves on our core values: making an impact, fostering transparency, and continuously improving our services and ourselves.
While we encourage applicants from the Austin, Texas area, we are also open to remote candidates located within the Central and Eastern Time zones to ensure consistent, reliable support coverage. Unfortunately, applications from outside these regions will not be considered due to time zone requirements.
What This Role Entails:
At AppSignal, our philosophy around Customer Success is encapsulated in our motto: “Amazing Commitment.” We approach every interaction with customers through fairness, empathy, and a genuine human connection. We believe trust is built on clear communication and kindness, even when faced with challenges.
Our customers not only appreciate the functionality of our platform but also the way we deliver our service. As we continue to expand our presence across the Americas, we are growing our support team to ensure exceptional assistance around the clock.
In this position, you will serve as a primary point of contact for developers, helping them navigate billing inquiries, account management, plan selections, and various non-technical issues. Gathering meaningful customer feedback will be a key part of your responsibilities, enabling our Product team to refine the roadmap and improve internal workflows. At AppSignal, personal and professional growth is encouraged, so as you become more familiar with the product, there will be ample opportunities to advance your role.
We invite all interested candidates to apply, even if you feel you may not meet every qualification perfectly. We value potential and would hate to miss out on an exceptional individual due to self-doubt.
Key Responsibilities:
- Collaborate closely with your Customer Success teammates to cultivate strong, positive relationships with our customers, ensuring their experience with AppSignal is seamless and satisfying.
- Support customers throughout their journey with us by addressing non-technical inquiries, providing useful documentation, and guiding users to maximize their use of our platform.
- Proactively engage with users to understand their needs, resolve any issues, and deliver timely, thoughtful assistance.
- Work cross-functionally with teams across the company to communicate customer insights, contributing to product improvements and an enhanced overall experience.
- Maintain and enhance internal and external documentation to ensure clarity and easy access to information for both customers and staff.
Ideal Candidate Profile:
- You have at least two years of experience in a customer-facing role such as customer success, support, account management, or business development. You are comfortable managing relationships and handling typical customer needs independently.
- You are passionate about helping others succeed, an attentive listener, and an excellent communicator in English, both written and verbal.
- You feel confident interacting with developers and technically inclined users, even if you don’t write code yourself.
- You are self-motivated, well-organized, and capable of managing your own time effectively in a remote work environment.
- You enjoy identifying opportunities to enhance the customer experience and streamline internal processes, actively contributing your ideas.
- You thrive in a collaborative, low-ego team environment that includes developers, designers, writers, and accountants.
- You are eager to grow professionally and shape the future of customer success at AppSignal.
- While technical support is not a primary responsibility, a curiosity about technology and how things work is highly appreciated.
- Experience with platforms like Zendesk, Intercom, and Stripe or similar tools is advantageous.
- You are authorized to work in the United States.
- If you live near Austin, TX, you will have the benefit of connecting with local colleagues in person. Otherwise, you will be fully supported in your remote setup.
What We Offer:
- A competitive salary commensurate with your location, experience, and skills. We are happy to provide salary estimates early in the process based on your resume and location.
- We support remote work but believe in balancing it with occasional time outside the home.
- Unlimited Paid Time Off (PTO) so you can maintain a healthy work-life balance.
- A personal development budget for books, courses, conferences, or anything else that helps you grow your skills.
- Flexible employment arrangements, including direct employment by AppSignal, contracting, or through an Employer of Record (EOR), depending on what best fits your location and preferences.
Our Culture:
At AppSignal, we are a team of thoughtful, curious individuals from diverse backgrounds. Each person contributes unique strengths and perspectives (along with a few fun quirks). We strive to create an inclusive environment where everyone feels valued and empowered to do their best work.
We welcome applicants of all genders, ethnicities, ages, sexual orientations, and abilities. If you want to work where your contributions matter and where you can truly belong, this is the place for you.
How to Apply:
We look forward to hearing from you!
Please submit your application through Homerun by answering a few simple questions and uploading your resume. A cover letter is not required; we prefer to hear directly from you through the application form.
The application deadline is June 15, 2025.
If you’re unsure whether you meet all qualifications, we encourage you to apply regardless. Potential and fresh perspectives are highly valued here. For any questions before applying, don’t hesitate to contact us via email.
