This is not a “ticket taker” role. You will combine technical depth, strong judgment, and proactive communication to ensure both our customers and internal team feel that support is reliable and under control.
You will operate at the intersection of Customer Support, Engineering, Product, and IT. That means moving between debugging APIs and logs, reading our Node.js (TypeScript) backend code to understand behavior, monitoring infrastructure alerts, configuring systems, and helping a teammate set up their new MacBook - all while keeping quality and clarity high.
You will act as “customer zero” for the product we’re building, surfacing issues early, identifying patterns, and turning recurring friction into actionable feedback.
You will have a real impact on how support operates at Pickitoo as we scale - by improving processes, documentation, and the overall customer experience through your day-to-day work.
What you will do:
- Deliver high-quality customer support
- Handle incoming technical support requests and ensure customers receive timely, thoughtful responses.
- Investigate and resolve user-reported issues, or escalate to Engineering with strong technical context when needed.
- Drive issues from first report to resolution, ensuring clear follow-up and communication.
- Monitor infrastructure alerts and report incidents appropriately.
- Identify recurring issues and flag them with clear observations and suggested improvements.
Dive deep technically
- Read logs, trace system behavior, and write basic SQL queries to investigate issues.
- Read and navigate our Node.js (TypeScript) backend code when necessary to understand how features work or why something behaves unexpectedly.
- Work with APIs, webhooks, integrations, and system configurations.
- Reproduce bugs and provide structured, technically accurate context to Engineering.
- Make simple system configuration adjustments where appropriate.
Improve documentation and self-serve
- Contribute to improving our Help Center and internal documentation.
- Create and maintain support procedures and troubleshooting guides.
- Share structured product feedback based on recurring support patterns.
Support internal IT operations
- Serve as the first point of contact for internal IT support (hardware and software issues).
- Install, configure, and maintain macOS devices and applications.
- Administer access rights across company systems (Google Workspace and other tools).
- Assist with onboarding by setting up accounts and devices for new team members.
- Maintain accurate records of IT assets and support tickets.
- Monitor and maintain IT systems to ensure performance and security.
