Senior Support Specialist

🕒 August 21

🇺🇸 United States – Remote

💵 $65k - $85k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rylo

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔧 Hardware

🥽 AR/VR

👥 B2C

Hardware • AR/VR • B2C

Rylo is a consumer camera company that makes compact 360-degree cameras paired with companion software. It combines physical hardware with software-based stabilization and editing tools that allow users to reframe immersive 360 footage into conventional, stabilized video clips. Rylo focuses on easy-to-use, software-driven capture and editing for consumers and prosumers interested in immersive/VR-style video.

📋 Description

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care. • Investigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed. • Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly. • Track and document customer interactions to identify common challenges and areas for improvement. • Work closely with the Product and Engineering teams to escalate complex technical issues, help identify and document bugs, and provide clear context.

🎯 Requirements

• 3+ years of hands-on customer support experience in a consumer-facing technology company - a must. • Experience troubleshooting technical product issues, investigating root causes, and working cross-functionally with Product and Engineering teams. • Fluency in English both written and spoken. • Strong written communication skills, with an ability to explain technical concepts clearly and concisely. • Experience with modern customer support platforms, with hands-on Intercom experience strongly preferred. • Familiarity with tools such as Mixpanel, Linear, Monday.com, or Asana is a plus. • A problem-solving mindset with the ability to multi-task. • Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).

🏖️ Benefits

• Generous options • Unlimited time off and sick days • Annual company get-together • Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits • 401(k) plan with company match