Associate Product Support Analyst, Overnight

Every developer has a tab open on Stack Overflow.

We are one of the most popular websites in the world - a community-based space focused on increasing productivity, decreasing cycle times, accelerating time to market, and protecting institutional knowledge.

Innovation is at the heart of everything we do. We embrace collaboration, transparency, and believe in leading with empathy; creating an environment where every Stacker knows they belong. We embrace that the unique contributions and points of view of all Stackers contribute to our success.

We are a Best Company to Work For, in addition to being recognized for Best Company Leadership, Best Company Happiness, Best Company Perks and Benefits, Best Company Work-Life Balance, Best Company Compensation, and Best Company Outlook.

We are a remote-first company with Hiring HUBs based in the US, Canada, UK, and Germany.

Location: Remote in Canada, US, UK, or Germany

The candidate will be required to work 6pm - 2am EST

Position Overview:

We're looking for a dedicated and reliable overnight Product Support Analyst to join our team. In this role, you'll be the primary point of contact for our customers during the late-night hours, ensuring they receive timely and effective assistance with their technical issues. This is a crucial position for maintaining our commitment to 24/7 customer support.

This role is ideal for someone who thrives in a quiet, focused environment and excels at managing their own workflow. You'll play a vital part in our company's success by ensuring continuous support for our customers, all while enjoying the autonomy of working during non-traditional hours.

What You’ll Do:

• Respond to customer inquiries and support requests via email.
• Troubleshoot and resolve basic technical issues related to the SaaS product.
• Guide customers through standard procedures, such as account setup and password resets.
• Document all support interactions and resolutions in the ticketing system.
• Identify and escalate complex or unresolved issues to senior support agents or other internal teams.
• Maintain and update a knowledge base with new solutions and FAQs.
• Collaborate with team members to share knowledge and improve support processes.
• Provide a positive and helpful experience to all customers.

What you’ll need to have:

• Proven experience in a technical support or customer service role, preferably with a SaaS product.
• Strong problem-solving skills and the ability to reference product documentation.
• Excellent written communication skills; you'll be communicating through email.
• Self-motivated and able to work independently with minimal supervision.
• Flexibility and reliability to work overnight shifts on a consistent schedule.
• Experience with support ticketing systems (e.g., Freshdesk, Zendesk, Salesforce Service Cloud) is a plus.

Nice to Haves:

• Experience working a third/night/graveyard shift.
• Understanding, interest in, or use of stackoverflow.com.
• Experience setting up or administrating single-sign-on.
• Familiarity with Information Technology policies at medium to large companies. You don't need to know compliance regimes, but you should know how to help our clients navigate them.
• Experience in reading an API spec and helping a customer understand it.
• Experience writing basic CLI apps, preferably in Python.

Schedule:

You’ll be required to work 6pm - 2am Eastern Standard Time, Monday through Friday (technically your shift will end at 2am EST Saturday). You will also be required to work on-call weekends and holidays on a rotational basis (roughly every six weeks). You may also be required to work the day shift to accommodate training for the first six weeks.

What you’ll get in return:

• Competitive Base Salary
• Generous paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive

Stack Overflow is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together here at Stack. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For individuals based in California, and other locations where required, we will consider employment qualified applicants with arrest and conviction records.