We’re seeking a thoughtful and proactive Customer Support Specialist to ensure a seamless and positive experience for AppSignal users.

AppSignal supports thousands of development teams in over 60 countries by helping them monitor their web applications. We’re a remote-first company with team members across seven countries, grounded in values like impact, transparency, and continuous improvement.

While we prefer candidates located in the Austin, TX area, we’re also open to remote applicants based in Central or Eastern Time zones. To maintain consistent support coverage, we’re not considering candidates outside these regions.

About the Role, Experience, Responsibilities, and Impact

Our Customer Success philosophy centers on “Amazing Commitment.” We prioritize fairness, empathy, and a personal approach in every customer interaction. We aim to build trust through clear and kind communication, even during challenging situations.

AppSignal is recognized not only for what we offer but also for how we deliver it. As our global presence grows, we’re expanding our Americas-based team to better support users across time zones.

In this role, you’ll assist developers with account-related and billing questions, subscription plans, and other non-technical issues. You’ll also gather and share customer insights to help shape product decisions and improve internal processes. We value personal growth and development, so there’s plenty of opportunity to expand your skills and responsibilities over time.

If you’re unsure whether you meet all the qualifications, we still encourage you to apply—we don’t want to miss out on a great candidate due to self-doubt.

Your Responsibilities

– Collaborate with the Customer Success team to build strong relationships and deliver a smooth customer experience.
– Support customers throughout their journey by answering non-technical questions, sharing helpful resources, and guiding them to maximize value from AppSignal.
– Proactively engage with users to understand their needs, resolve issues, and provide timely, thoughtful assistance.
– Work cross-functionally with other teams to relay customer feedback and help improve the product and overall experience.
– Contribute to maintaining and enhancing both internal and external documentation to make information easily accessible.

What You Bring (and What Helps You Succeed)

– At least 2 years of experience in a customer-facing role such as support, customer success, account management, or business development, with the ability to manage relationships and work independently.
– A passion for helping others succeed, strong listening skills, and clear communication in English—both written and spoken.
– Confidence in engaging with developers and technical users, even if you’re not a coder.
– A proactive, organized approach and comfort with managing your own schedule in a remote work environment.
– A knack for identifying ways to improve customer interactions and internal workflows, and a willingness to share ideas.
– Enthusiasm for problem-solving and collaborating with a thoughtful, low-ego team of developers, designers, writers, and more.
– A desire to grow professionally, take initiative, and help shape the future of customer success at AppSignal.
– While you won’t be expected to provide technical support, curiosity about how things work is appreciated.
– Experience with tools like Zendesk, Intercom, and Stripe (or similar platforms) is a strong plus.
– We’ll support your remote work setup, and if you’re near Austin, TX, you’ll have local teammates to connect with in person.
– You must be authorized to work in the United States.

What We Offer

– A competitive salary based on your location, experience, and skills. We’re happy to provide a ballpark figure early in the process.
– We believe remote work is better when it doesn’t always happen at home.
– Unlimited paid time off.
– A personal development budget for books, courses, conferences, or anything else that supports your growth.
– Flexible employment options: direct hire, Employer of Record (EOR), or long-term contractor—whichever works best for your situation.

A Welcoming Workplace

We’re a team of kind, curious individuals from diverse backgrounds, each bringing unique strengths (and a few quirks). We’d love for you to bring yours.

We welcome applicants of all backgrounds, genders, orientations, ethnicities, ages, and abilities. If you’re looking for a place where your work is valued and you can do your best, you’ll feel at home with us.

How to Apply

We’d love to hear from you!

Application deadline: June 15, 2025

Apply online via Homerun by answering a few questions and uploading your resume. No cover letter is needed—we’d rather hear your thoughts directly in the application form.

If you’re interested but unsure whether you’re the right fit, we encourage you to apply anyway. We value potential and perspective and don’t want to miss out on a great teammate due to hesitation. Have questions before applying? Feel free to email us at jobs@appsignal.com.