Rally UXR

User Research CRM

Technical Product Specialist

$80K - $130K
Location
Remote (US)
Job Type
Full-time
Experience
3+ years
Connect directly with founders of the best YC-funded startups.
Apply to role ›
Alec Robins
Alec Robins
Founder

About the role

Overview 🦸

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.

Who You Are 😁

  • You thrive in a fast-paced environment where you act as a liaison between technical and non-technical teams.
  • You have excellent organizational skills and can manage multiple incoming support requests, ensuring proper triage and escalation.
  • You enjoy solving problems but are also great at identifying when a problem requires engineering intervention.
  • You have a deep understanding of the product and can leverage that knowledge to support customers effectively.
  • You are an effective communicator who can clearly articulate technical issues in a way that is easy to understand for both customers and engineers.
  • You bring your authentic self to work every day and value teamwork and collaboration.

What You’ll Do 🚀

Technical Product Support & Issue Management

  • Act as the primary point of contact for technical support escalations, ensuring complex issues are properly documented and prioritized before being handed off to engineering.
  • Develop a strong technical understanding of Rally’s product to better assist customers and internal teams.
  • Triage incoming support requests, identifying patterns and common issues that may require engineering intervention.
  • Ensure all escalations include necessary details such as logs, error messages, and steps to reproduce, reducing investigation time for engineering.
  • Communicate effectively with both customers and internal teams to ensure timely resolution of technical issues.
  • Track and monitor escalated issues to ensure follow-up and resolution, keeping customers informed throughout the process.
  • Collaborate with Product and Engineering teams to provide insights into recurring customer issues and potential product improvements.

Support Operations & Process Improvement

  • Develop and refine processes for support triage, ensuring efficiency and clarity in escalation workflows.
  • Work with Product Specialists and Customer Success teams to create and update internal documentation on common technical issues and resolutions.
  • Identify trends in support issues and propose improvements to enhance the overall support experience.
  • Collaborate with the support team to improve ticket documentation and tracking in support platforms (e.g., Intercom, Linear).

Requirements ✍️

  • 3+ years of experience in a support, operations, or escalation management role.
  • Strong problem-solving skills with the ability to quickly assess and categorize technical issues.
  • Excellent written and verbal communication skills to effectively liaise between customers, support, and engineering teams.
  • Experience using support ticketing systems (e.g., Intercom, Linear, Slack) to track and manage support issues.
  • Strong organizational skills with an ability to manage multiple priorities in a fast-paced environment.
  • Basic familiarity with technical concepts such as APIs, integrations, and debugging logs is a plus but not required.

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. 🚀

About the interview

Interviewing at Rally

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.

Intro Calls

Meet with a founder and other team members for an introduction calls. Calls may last 15-30 minutes.

Technical Assessment

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.

On Site

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:

  • A collaborative session with a team member on triaging incoming bugs and requests.
  • A coding interview on building internal tools to support the team, leveraging Javascript.
  • 1-2 more calls to meet the rest of the team

About Rally UXR

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

Rally UXR
Founded:2021
Team Size:13
Status:
Active
Location:New York
Founders
Oren Friedman
Oren Friedman
Founder
Alec Robins
Alec Robins
Founder