Remote opportunity at
FieldguideProduct Support Representative
Fieldguide seeks a Product Support Representative to join its go-to-market team and help scale the customer support function. Operating in a remote-first environment, the company builds…
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About This Role
Fieldguide seeks a Product Support Representative to join its go-to-market team and help scale the customer support function. Operating in a remote-first environment, the company builds automation software tailored for audit and assurance practitioners across financial, privacy, and cybersecurity domains. This full-time position requires availability from 9am to 6pm GMT. In this capacity, the professional will serve as a platform expert to maximize client return on investment. Responsibilities include answering…
Job Description
Fieldguide seeks a Product Support Representative to join its go-to-market team and help scale the customer support function. Operating in a remote-first environment, the company builds automation software tailored for audit and assurance practitioners across financial, privacy, and cybersecurity domains. This full-time position requires availability from 9am to 6pm GMT.
In this capacity, the professional will serve as a platform expert to maximize client return on investment. Responsibilities include answering client inquiries, delivering technical troubleshooting, guiding users through platform features, and voicing user feedback to the engineering, product, and design teams. Candidates should possess a proactive attitude, adaptability, and experience working in fast-paced startup or scale-up environments.
Fieldguide is backed by prominent investors such as Goldman Sachs Alternatives, Bessemer Venture Partners, and Y Combinator. The organization is guided by core values emphasizing fearlessness, speed, lovability, ownership, mutual benefit, and inclusivity.
Responsibilities
- Cultivate client trust through prompt, accurate, and positive assistance
- Resolve technical platform issues via email, phone, or chat by troubleshooting and collaborating with engineering
- Educate users on software features, tips, and best practices
- Communicate client needs internally to influence product roadmap development
- Facilitate client participation in beta feature deployments and feedback loops
- Assist with client database setup and template creation to support onboarding and retention
- Create and update online help resources, support documentation, and FAQs
Requirements
- Have one to three years of customer support experience or time in a customer-facing technical role such as implementation, solutions, or support combined with engineering
- Demonstrate a mission-first, collaborative team player mindset
- Bring previous startup or scale-up experience with the ability to handle multiple duties without complete documentation
- Show a bias toward action and the capability to manage projects end-to-end with minimal oversight
- Adapt quickly to evolving processes and client needs
- Be available to work from 9am to 6pm GMT
Qualifications
- Familiarity with incorporating merge tags in Microsoft Office applications
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, Fieldguide operates as a remote-first company.
What are the working hours for this role?
This hire must be comfortable working from 9am to 6pm GMT.
What experience is required for the Product Support Representative position?
Candidates must have one to three years of customer support or customer-facing technical experience, along with startup or scale-up background.
What is the salary for this role?
The salary is not specified in the job posting.
Sample Interview Questions
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