About the role
You help the product succeed in real homes and workplaces, and turn installation and support into engineering understanding rather than a ticket queue. What you learn in somebody's living room is the most valuable and least available information the company has.
The work
Set up pilot systems, diagnose problems and teach users how to control their agents. Use temporary, consented support access and minimize exposure to personal data. Feed recurring issues into product, documentation and hardware improvements.
What good looks like
In your first 90 days, support a pilot cohort and eliminate one repeated failure through a documented product or process change.
Evidence we look for
Bring technical troubleshooting and patient communication. Show how you explained a complex issue clearly, protected customer trust and prevented the problem from returning.
What we need to see
- Technical troubleshooting plus patient communication, both
- You have explained a complex issue clearly to somebody without the background, and kept their trust
- You prevent a problem returning rather than closing the ticket
- You will write up what you learned so engineering can act on it
Nice to have
- Field service or on-site installation experience
- Consumer hardware support
- You have built a support knowledge base people used
The exercise
Help a user recover a failed device while preserving confidentiality and explaining what can and cannot be restored.
Where and how we work
In the office together five days a week, in any of these cities. Remote-friendly around your family, arranged one person at a time.