Technical Product Support Associate

• As our first dedicated Technical Product Support Associate, you will be the vital link between our internal users and our Product Development teams. In this role, you aren’t just answering questions; you are the frontline of our product’s stability, embedded in the Software Product Lifecycle
• You will gain a front row seat to how a mid-size startup scales its technology and its processes, with a direct path toward more senior technical operations or engineering roles
• You will start by mastering the user experience, triaging incoming requests, and resolving immediate needs. As you grow, you will go “under the hood”—learning to navigate our backend systems, query databases, and analyze logs to identify the root cause of complex issues
• This is a foundational role with a clear growth path: you’ll help us build the processes that will define our support organization as we scale
• Triage & Traffic Control: Act as the first point of contact for internal support tickets. You’ll categorize and prioritize requests, ensuring every issue is handled with the appropriate urgency
• User Discovery & Enablement: Partner with internal users to understand their workflows. You will help distinguish between “how-to” questions and actual system bugs, providing immediate training where needed, or gathering the specific reproduction steps and context required for developers to hit the ground running
• Problem Solving: Resolve “Tier 1 & 2” issues independently, from guiding users through product features to troubleshooting known configuration errors
• Escalation & Incident Management: Own the lifecycle of a ticket. You will manage internal escalation paths and provide critical input on when a reported issue should be elevated to a high-priority “incident,” helping the team respond to system-wide threats quickly
• Technical Deep-Diving: As you grow, you will learn to use tools like SQL and DataDog to investigate what’s happening in the backend when a user reports an error

Benefits

• 35 days of Paid Time Off: 20 vacation days, 10 personal days, 5 sick days
• 14 company holidays
• Bereavement leave
• 16 weeks of fully paid parental leave inclusive of birth and adoption for primary and secondary caregivers
• Frequent company-wide and team social events such as games nights, cooking classes, summer boat cruises, paint & sip, karaoke, escape rooms, bowling, team dinners, baseball games, holiday parties, and plenty more
• Stocked fridge full of drinks and plenty of healthy (and less healthy) snacks
• Weekly happy hour and bagel breakfast
• Pre-tax commuter benefits
• $300 workstation budget to personalize your at-home or in-office space
• Hybrid in-office setup: we work from our offices in midtown Manhattan every Tuesday - Thursday and give the option to work from anywhere on Monday and Friday
• Applecart pays 75% contribution towards Medical, Dental and Vision
• 401(k) with 4% company match
• HSA and FSA
• OneMedical: On-demand primary care free to all employee whether you take our insurance or not
• Health Advocate: Personal healthcare concierge
• Teladoc: Network of virtual healthcare providers
• Talkspace: Online mental health therapy
• Headspace: Full access to the meditation app
• Kindbody: Fertility and gynecology services

• Startup Agility: You’re comfortable with ambiguity and excited about the prospect of helping define a role from the ground up
• Technical Aptitude: You might not be an engineer yet, but you aren’t afraid of a terminal, a spreadsheet, or a snippet of code. Familiarity with (or a desire to learn) SQL and API basics is a huge plus
• The Detective Mindset: You don’t just want to “fix” it; you want to know why it broke. You have a natural curiosity for how software systems click together
• Empathy for the User: You understand that when a tool doesn’t work, it’s frustrating. You take pride in being the person who makes a colleague’s day easier
• Experience: 2+ years of experience in product support or related roles
• Radical Organization: You enjoy bringing order to chaos. Managing a busy inbox or ticket queue feels like a game of Tetris you’re determined to win
• Exceptional Communication: You can explain a complex technical workaround to a non-technical colleague without using confusing jargon