Technical Support Specialist, Windows

Raycast makes it simple, fast, and delightful to control your tools. We're seeking an experienced Technical Support Specialist to join our dedicated support team and serve as the primary point of contact for our users’ Windows issues. This role involves resolving their problems and gathering valuable feedback to help shape the foundation of our next-generation, cross-platform product.

Raycast started as a native Mac application with a significant focus on top-notch UI and interactions, and we're now expanding to Windows with our ongoing public beta. We genuinely care about user experience, performance, privacy and ease of use across platforms. We have had enough of dealing with slow and clunky tools. Raycast is our attempt to let you enjoy your daily workflows without all the distractions, whether you're on macOS or Windows.

Having established Raycast on macOS and expanded to iOS and Windows, our vision is to deliver the same seamless and efficient experience across all platforms with our commitment to high-quality UI, interactions, and overall user experience.

For this, we are seeking a Technical Support Specialist who will be the cornerstone of our interactions with Windows users, ensuring prompt and effective assistance for all. You will be responsible for resolving technical issues, capturing user feedback, and representing our user base within Raycast. Your insights will be crucial in refining our products and enhancing user satisfaction. We need someone who thrives on helping others, debugging unusual issues, values clear communication, and is committed to maintaining the high standards we define for ourselves and our product, which in turn sets the expectations for our users.

We're a fully remote company spread across Europe and looking for candidates in EU-friendly timezones (CET ± 3 hours). This position is for a full-time employment.

In this role you will...

• Be the main point of contact for Windows users. You’ll address feature requests, bug reports and product questions related to Raycast on Windows. You’ll investigate issues, troubleshoot Windows-specific problems, and follow up to ensure users feel supported.

• Investigate and triage bug reports. You’ll make it easier for developers to concentrate on fixing bugs instead of spending hours investigating them. For this, you’ll validate bugs and find all the reproducing steps for them while communicating with affected users.

• Improve and streamline our support processes. You’ll continuously evaluate our processes to not only respond to users more quickly but also bring valuable insights into the product development flow as efficiently as possible.

• Contribute to the evolution of our support documentation and internal tooling. You’ll apply your technical knowledge to create new and improve existent internal tools. You’ll also implement features and improvements that facilitate a better customer support experience and more efficient issue resolution.

• Help us in consistently testing and enhancing Raycast. Work closely with the rest of the team to ensure top-notch quality and provide a smooth, intuitive customer experience throughout the Raycast app.

You will be a great fit if...

• You have a strong background in customer support and/or technical support roles. You understand the importance of providing exceptional service and have experience resolving technical issues while maintaining a positive user experience.

• You have hands-on experience supporting Windows software. You understand Windows troubleshooting, compatibility issues, and performance optimization.

• You possess excellent problem-solving skills. You thrive on diagnosing complex technical issues and enjoy the challenge of finding effective solutions, ensuring users receive timely assistance.

• You are passionate about user experience. You genuinely care about helping users and are committed to understanding their needs, using their feedback to drive improvements in our product.

• You are an excellent communicator. You can convey technical concepts clearly and concisely to users of varying technical backgrounds, ensuring they feel supported and informed throughout the troubleshooting process.

• You are proactive and adaptable. In a fast-moving environment, you can quickly learn new tools, improve support processes, and take ownership of issues.

• You have experience with multiple operating systems. Your background includes providing customer support for software applications not only on Windows but also on macOS, enabling you to seamlessly switch contexts and cater to a wide variety of user needs.

Why join us?

• We're at the beginning of our next chapter. You will join us at the right time to have a major impact on the future of the company. We have released our platform, established a friendly community, and are diving headfirst into expanding our product and business to new platforms.

• We're backed by great investors. We're backed by Atomico, Accel, Coatue, Y Combinator, Atlassian Ventures, Chapter One and angels such as Charlie Cheever (Co-Founder of Expo & Quora), Calvin French-Owen (Co-Founder of Segment), Zach Holman (Early GitHub engineer), Koen Bok (Framer, CEO), Karri Saarinen (CEO, Linear) and many more.

• We're individual contributors at heart. We value full ownership and responsibility, choose quality over quantity and put our users first. We're motivated by shipping truly great software.

• We'll treat you well. Get a competitive salary, stock options and health insurance. Plus, we provide a monthly health benefit for a gym, pay for your co-working space, give you the latest MacBook Pro with a 5K display and accessories, and provide flexible paid-time off (PTO) plus all your national holidays.