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Fieldguide is building software to automate and streamline assurance, audit, and compliance work for cybersecurity, privacy, and financial audit practitioners. The company is backed by top-tier investors including Goldman Sachs Growth Equity, Bessemer Venture Partners, Y Combinator, and others, and operates as a remote-first organization headquartered in San Francisco.
As a Product Support Representative, you will be a core member of the go-to-market team, responsible for building and scaling Fieldguide's customer support function. You will serve as a trusted expert on the Fieldguide platform, partnering closely with audit and assurance firms to ensure their ongoing success and maximize their return on investment.
Key responsibilities include:
- Responding quickly and accurately to customer requests via email, phone, or chat, maintaining a positive attitude and building deep trust with clients
- Providing technical support by troubleshooting platform issues, investigating and reproducing problems, and collaborating with Engineering to implement fixes
- Guiding customers through platform features and functionalities, sharing best practices to help them leverage the software effectively
- Acting as the voice of the customer internally, communicating client needs to Engineering, Product, and Design teams to help shape the product roadmap
- Participating in customer onboarding, including database setup and template creation, to ensure a world-class experience
- Contributing to and maintaining knowledge base resources, FAQs, and support documentation for user self-service
- Facilitating beta feature deployments and maintaining a frequent feedback loop with customers
This is an early-stage startup role with significant opportunity to build out the support function from the ground up. You will work in a mission-driven, inclusive team that values ownership, speed, and customer obsession. Note: This role requires availability from 2pm to 11pm PT.
REQUIREMENTS:
- 1–3 years of customer support experience and 1–3 years in a customer-facing technical role (support, implementation, solutions, or support plus engineering all count)
- Team player with a mission-first mindset; ability to work in a high-trust environment
- Startup or scale-up experience where you have worn multiple hats and worked without full documentation
- Proven track record of driving customer satisfaction and fostering long-term client relationships
- Bias towards action: take ownership of projects end-to-end and see them through with minimal direction
- Adaptability to changing processes and customer needs
- Nice to have: Familiarity with merge tag integration in Microsoft Office applications
