Technical Product Specialist, MacOS

Hi, we're The Browser Company 👋 and we're building a better way to use the internet.
Browsers are unique in that they are one of the only pieces of software that you share with your parents as well as your kids. Which makes sense, they're our doorway to the most important things — through them we socialize with loved ones, work on our passion projects, and explore our curiosities. But on their own, they don’t actually do a whole lot, they’re kind of just there. They don’t help us organize our messy lives or make it easier to compose our ideas. We believe that the browser could do so much more — it can empower and support the amazing things we do on the internet. That’s why we’re building one: a browser that can help us grow, create, and stay curious.
To accomplish this lofty task, we’re building a diverse team of people from different backgrounds and experiences. This isn’t optional, it’s crucial to our mission, as we need a wide range of perspectives to challenge our assumptions and shape our browser through a bold, creative lens. With that in mind, we especially encourage women, people of color, and others from historically marginalized groups to apply.

As a Technical Product Specialist at The Browser Company, you’ll help us deliver a seamless, high-quality experience for our members by surfacing and resolving the most important technical issues. Working closely with the Membership, Engineering, and QA teams, you’ll triage technical problems, escalate launch-blocking bugs, and ensure our software meets the high standards expected by hundreds of thousands of users. Your expertise will directly contribute to making Dia more stable and delightful for our community.

• Lead technical issue triage, moving issues from “speculative” to “real” and partner with engineers to resolve urgent tickets and incidents.

• Write clear, actionable bug reports with thorough repro steps to accelerate engineering resolution for member-reported issues.

• Test pre-release features to ensure quality and escalate any launch-blocking problems

• Drive high-priority issues to resolution through strong collaboration with Membership, Engineering, and QA. You’ll ensure seamless communication and alignment between teams being the bridge between Membership and Engineering.

• Continuously improve internal processes that push the team toward faster, smoother issue resolution while maintaining a high bar for interactions with Members. Share thought processes, knowledge and experience with the Membership team.

• Provide technical insights and support for escalated cases, leveraging coding and browser technology knowledge. Work closely with the Membership team on escalations, providing troubleshooting and information gathering guidance on cases.

• 4+ years in a technical support or product specialist role, focused on MacOS and troubleshooting desktop applications.

• Strong understanding of software development processes; coding/scripting experience is a plus

• Proven ability to triage, investigate, escalate, and resolve technical issues, working closely with engineering, QA, and support teams.

• Expert troubleshooter, skilled at diagnosing complex technical issues and is technically curious when investigating bugs/regressions to go deeper in understanding the root causes.

• Experience analyzing system logs, console logs, crash dumps and performance metrics to identify and resolve issues; familiarity with tools we use like Zendesk, Slack, Linear, Datadog, Postman, Github, Notion, Sentry or Charles Proxy is a plus.

• You’re pragmatic, motivated by nebulous problems, and excited to work in a startup environment with quick product validation cycles.

• We’re primarily focused on hiring in North American time zones and require that folks have 4+ hours of overlap time with team members in Eastern Time Zone.

💰 With our flexible compensation model, employees have the ability to choose the cash-to-equity ratio that best suits their individual needs. Every offer we extend includes three options: a salary-optimized offer, an equity-optimized offer, and a balanced offer.

The annual salary range for this role is $90,000-$130,000. The actual salary range offered will vary based on experience level and interview performance.

🧘🏻‍♀️ In addition to a competitive salary and equity package, we provide every employee with the following benefits:

• comprehensive benefits package with employee medical, dental, and vision - we cover 100% of premiums for employees, and up to 95% for dependents

• 401k plan

• flexible vacation policy - on average, our team members take between 15-20 vacation days a year, plus federal holidays (holidays vary by location)

• remote-friendly working environment - our core working hours are 11 AM-2 PM Eastern Time Monday-Friday

• 12 weeks of paid parental leave

• $1,500 USD home office stipend

• Employees based in the US also receive additional services like free annual memberships to One Medical (where available), Talkspace, Teladoc, and HealthAdvocate

The Browser Company is a well-funded, ambitious startup of close to 100 people (and growing!) who are passionate about building great products. We are a remote-first, distributed team, with the option to work from office in Brooklyn, New York. We strongly support diversity and encourage people from all backgrounds to apply. 
🚙 To read more about what we value as a company, check out Notes on Roadtrips on our blog.