Product Support Engineer

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