Description:
As a Technical Product Specialist at The Browser Company, you will lead the team toward building and maintaining a high quality product that members love. Working within the Membership Team, you’ll use member-input to source high priority technical issues and drive resolutions alongside engineering. You’re contributions to making Arc more stable will be vital for the hundreds of thousands of people who will rely on Arc for Windows as their daily driver.
Overall you will...
- Source, diagnose, and escalate technical issues from our Windows Members.
- Play an active role in troubleshooting with Members and engineers during incidents in order to quickly resolve issues.
- Work with our QA team to test features pre- and post-release, helping to maintain a high-quality Arc user experience.
- Improve internal processes that push the team toward faster, smoother issue resolution while maintaining a high bar for interactions with Members.
- Log clear bug reports with thorough repro steps to expedite our engineering team’s work into investigating and solving Member reported issues.
- Use advanced troubleshooting techniques to find edge-cases and weak spots in Arc in order to catch bugs.
Within 1 month you will …
- Gain a low-level understanding of the Arc on Windows app.
- Start investigating medium priority technical issues in collaboration with the Windows Product Engineers and Windows Support Lead.
Within 3 months you will …
- Investigate and diagnose high priority technical issues in Arc on Windows.
- Act as a technical resource to the Membership team on expected behavior within Arc on Windows.
- Start to develop a pre-release QA process alongside the BCNY Quality Engineering Team.
within 6 months you will …
- Be interview trained and interviewing candidates for roles at the Browser Company
- Take technical issues from speculative to concrete and push them toward resolution alongside the Windows Engineering team
- Own the escalation of member-reported to Sevs / Incidents on Windows.
Qualifications
- 4+ years in a technical support or product specialist role, preferably interfacing closely with engineering, QA, and support. Ideally, your focus has been within the Windows environment.
- Expert troubleshooter. Skilled at diagnosing gnarly technical issues problem. Confident in spinning up sandboxes to investigate internally or externally found issues or regressions.
- Strong understanding of software development processes and paradigms. Bonus: has had experiencing in coding and / or scripting.
- Experienced in owning an incident from discovery to investigation to resolution, working alongside engineering and product support.
- Experience in analyzing system logs, event log data, and performance metrics to catch regressions or investigate problems.
- Strong customer-facing skills, with the ability to effectively communicate technical concepts to non-technical audiences.