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Fieldguide is a venture-backed SaaS platform automating assurance, audit, and compliance work for cybersecurity, privacy, and financial audit practitioners. The company is backed by Goldman Sachs Growth Equity, Bessemer Venture Partners, Y Combinator, and other top-tier investors, 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, building out Fieldguide's customer support function. You'll serve as a trusted expert on the 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, with a focus on building trust and maintaining a positive attitude
- Providing technical troubleshooting and support for platform issues, investigating problems, reproducing them, and coordinating with Engineering on fixes
- Guiding customers through platform features and functionalities, offering best practices and tips to help them leverage the software fully
- Acting as the customer advocate internally, communicating client needs to Engineering, Product, and Design teams to help shape the product roadmap
- Assisting with customer onboarding, 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 customer participation in beta feature deployments and feedback loops
You'll work 9am–6pm GMT and thrive in a startup environment where you wear multiple hats, take ownership end-to-end, and adapt quickly to changing needs and processes.
REQUIREMENTS:
- 1–3 years of customer support experience in a customer-facing technical role (support, implementation, solutions, or support plus engineering all count)
- Proven track record of driving customer satisfaction and fostering long-term client relationships
- Startup or scale-up experience where you've worn multiple hats and worked without full documentation
- Team player with a mission-first mindset; ability to work in a high-trust, collaborative environment
- Bias towards action: take ownership of projects end-to-end and see them through with minimal direction
- Adaptable and quick to adjust to changing processes and customer needs
- Nice to have: Familiarity with merge tag integration in Microsoft Office applications
