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Technical Support Specialist

Remote: 
Full Remote
Contract: 
Freelance
Salary: 
77 - 86K yearly
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

5+ years of technical support experience, Strong technical writing skills, Experience with mobile apps, Comfortable with Android and iOS.

Key responsabilities:

  • Provide accurate and timely user support
  • Convert qualitative feedback into quantifiable data
Signal Messenger logo
Signal Messenger Information Technology & Services TPE https://signal.org
11 - 50 Employees
About Signal Messenger
Privacy is possible. Signal Messenger makes it easy.At Signal, our goal is to develop open source privacy technology that protects privacy rights, promotes free expression and enables secure global communication. We believe that private messaging should be simple and ubiquitous. Signal combines state-of-the-art security and end-to-end encryption with the features that users expect in a modern messaging application. Millions of people use Signal every day to speak freely, and a growing list of organizations have integrated the open source Signal Protocol into messaging platforms that support billions of users.Working on Signal is an opportunity to become part of a diverse group of people who are passionate about privacy. As a nonprofit organization, Signal Messenger is uniquely positioned to focus on its mission in an environment where users will always come first. Our team is growing quickly, and we encourage candidates from a diverse set of backgrounds to apply.workwithus@signal.org
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Job description

Signal is hiring a technical support specialist to join our mission in leading the industry to champion user privacy. Signal is a messaging app that - uniquely - prioritizes data privacy over corporate profitability. We are searching for a teammate with the technical aptitude to translate qualitative feedback into quantitative data, while troubleshooting with users with patience and respect. This role is an opportunity to have an immediate impact for millions of users by surfacing actionable issues with the app to the Product Development team.

About you
  • Communicate diplomatically with users to provide accurate and timely support across multiple channels, and locales.
  • Convert qualitative user feedback into more quantifiable and actionable information for developers to understand and address.
  • Help maintain our knowledge base.
  • Collaborate with engineering teams to identify root causes of bugs.
  • Obtain detailed error reports from users to aid troubleshooting and assess severity.
  • Analyze debug logs and update HTML/JS/CSS for static documentation, as necessary.

    • Useful skills
  •  Excitement for problem-solving, balanced with building empathy for the user.
  • A highly organized self-starter, comfortable with Android and iOS platforms.
  • Strong (technical) writing skills; additional spoken or written languages are beneficial.
  • Previous experience in supporting consumers of a large mobile app or in resolving high volume technical issues.
  • Demonstrated technical aptitude.
  • 5+ years of work experience.

    • What we offer
  • Hourly pay range based on experience: $40-45/hr.
  • Contract to Full Time conversion within 3 months. Workload adjusts to reflect the shift.
  • Flat organizational structure.
  • We’re fully distributed. This means you can work anywhere in the US. Whether it’s your favorite coffee shop or your living room or a coworking space we help cover, Signal gives you the flexibility to make your work work for you. And we travel a couple of times  a year so you can get to know your colleagues in person.

    • Full Time Benefits
  • Excellent healthcare, vision, and dental with all premiums covered.
  • Our 401(k) plan matches your contributions (without any vesting period) up to $20,500.
  • We're stable, well-funded, and driven by our privacy mission, not profit. This means we’re capable of focusing 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.
    • 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

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Industry :
    Information Technology & Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.
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