Product Support Representative

Job description

## **About Us** Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and financial audit. Put simply, we build software for the people who enable trust between businesses. We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including Growth Equity at Goldman Sachs Alternatives, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Elad Gil, and more. We value diversity — in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth. As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by bringing together up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide. **About the Role:** As a **Product Support Representative** at Fieldguide, you will be an integral member of our go-to-market team, helping build our support function. You will provide customers with world-class support built to maximize our customers’ return on investment quickly and continuously. As a trusted expert on the Fieldguide platform, you will partner closely with firms to ensure their ongoing success with Fieldguide. *This hire must be comfortable working 9am - 6pm GMT.* **What You’ll Do:** - **Build trust with customers.** Respond quickly and accurately to client requests for assistance, always with a positive attitude. - **Provide technical support**: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. Troubleshoot problems via email, phone, or chat, investigating and reproducing issues, and working through fixes with Engineering when needed. - **Enhance user experience**: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential. - **Advocate for the customer:** Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop. - **Bolster onboarding and retention:** Assist in customer database setup and template creation to ensure a world-class client experience. - **Maintain knowledge base**: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service. **About You:** - **1 - 3 years of customer support experience,** 1 to 3 years in a customer-facing technical role. Support, implementation, solutions, or support plus engineering all count. - **You are a team player and are mission-first.** You’re joining a hard-working team that trusts each other deeply. We won’t compromise on this. - **Startup or scale-up experience** where you have worn multiple hats and worked without full documentation.. The ideal candidate will have a proven track record of driving customer satisfaction and fostering long-term client relationships. - **Bias towards action.** You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight. - **Adaptable.** You adjust quickly to changing processes and customer needs. - **Nice to have:** Familiarity with the integration of merge tags in Microsoft Office applications is desirable. **More about Fieldguide:** Fieldguide is a values-based company. Our values are: - Fearless - Inspire & break down seemingly impossible walls. - Fast - Launch fast with excellence, iterate to perfection. - Lovable - Deliver happiness & 11 star experiences. - Owners - Execute & run the business with ownership. - Win-win - Create mutual value & earn trust for life. - Inclusive - Scale the best ideas with inclusive teams.