User Research CRM
As Rally’s first Technical Product Specialist, you will play a critical role in ensuring smooth coordination between customer support and engineering while developing a deep understanding of our product from a technical perspective. Your primary responsibility will be to manage and oversee the triage of technical support issues, ensuring timely escalation and resoluton while maintaining excellent communication with all stakeholders.
Your role is essential in keeping our customers happy by ensuring their technical concerns are addressed effectively, while also protecting engineering’s focus by ensuring only well-documented, high-priority issues are escalated.
You will work closely with our Product Specialist and Customer Success teams to ensure that customer issues are properly categorized, prioritized, and escalated, allowing for a seamless support experience.
Technical Product Support & Issue Management
Support Operations & Process Improvement
This role is a great fit for someone who enjoys working at the intersection of customer support and engineering, ensuring technical issues are handled efficiently and effectively while keeping all stakeholders aligned. 🚀
Our interview process at Rally consists of three main phases -- intro calls, technical assessment, and a super day where you'll get to meet the team.
In the interview process, we'll be assessing your fit for the role and our culture.
Here's more details on the process.
Meet with a founder and other team members for an introduction calls. Calls may last 15-30 minutes.
You will then conduct two different technical assessments over a 2-hour period. The assessment will be based on real technical support scenarios Rally has faced rather than theoretical questions.
For the first session, you'll be expected to debug issues by analyzing logs, querying data, and using other support tools to resolve a simulated customer issue. You’ll also practice triaging and documenting bugs for engineering escalation.
For the second session, there will be a customer interaction simulation to assess your troubleshooting and communication skills.
The last phase of the interview will be an "on site" with the full team (meeting over Zoom). You'll have 3-4 different sessions with different members of our team, including:
Rally makes it easy for Product, Design, and UX Research teams to talk to their users.
We believe continuous user research is the key to uncovering real problems and honing in on the right solutions. We want to help companies get closer to their users so they can bring better products to market.
User Research is a nascent function at SaaS companies and growing 40% YoY. It’s an underserved segment of the market that relies on disjointed, manual tooling (i.e. spreadsheets) that drive massive inefficiencies in their workflow.
We’re starting by solving the most burning pain point in user research today: recruiting your own users for research. We’re doing this by building the world’s best User Research CRM - a platform that automates outreach, screening, scheduling, incentives, and participant tracking, all in one place.
Read more about our plans for the future of User Research here