Technical Support Agent at Moxie

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we've grown from an idea to a global, remote-first team now supporting 700+ practices nationwide. Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey. TECHNICAL SUPPORT AGENT Remote, Full-time Location: Fully Remote (Work from Home) Working hours: Core overlap with 9 AM – 5 PM EST (flexible schedules between 7 AM – 8 PM EST) THE ROLE We are looking for a Technical Support Agent (IC-2) to play a critical role in supporting Moxie Suite and unblocking our internal teams. This role sits at the intersection of Engineering, Provider Success, and Onboarding, acting as the first line of defense when issues arise. You will own bug intake and triage, answer technical questions about how Moxie Suite works, and create documentation that helps internal teams self-serve. This is a hands-on, execution-focused role that requires strong technical curiosity, good judgment, and clear communication — but it is not a software engineering role and does not include people management. KEY RESPONSIBILITIES TECHNICAL SUPPORT & BUG TRIAGE - Serve as the first point of contact when bugs or technical issues are reported - Gather repro steps, logs, screenshots, and context needed to create high-quality bug tickets - Assign severity (Sev 1–4) using defined guidelines - Resolve straightforward issues independently when possible - Identify the appropriate engineer for escalation when needed and coordinate resolution - Verify fixes in staging or production and confirm issues are fully resolved - Communicate status and timelines clearly to PSMs, engineers, and other stakeholders INTERNAL ENABLEMENT & KNOWLEDGE SHARING - Act as a go-to internal resource for questions about how Moxie Suite works - Answer questions in Slack and other internal channels with accurate, timely guidance - Test behavior in staging environments to validate answers - Build and maintain internal FAQs and SOPs in Notion - Create Looms or written guides to reduce repeated questions and interruptions INTERNAL TOOLS & OPERATIONAL SUPPORT - Use Django Admin to support internal teams and safely resolve data issues following documented procedures - Run basic SQL queries and use Metabase to investigate issues - Review logs and metrics in Datadog to understand system behavior - Document all manual interventions and follow established guardrails for production changes QUALITY & TREND AWARENESS - Identify recurring bug patterns or support issues - Share insights with Engineering and Product to help improve system quality - Contribute feedback that helps reduce future support load QUALIFICATIONS REQUIRED - Experience working in a technical support, support operations, or support engineering role - Experience with bug tracking or ticketing tools (e.g., Linear, Jira) - Strong analytical skills and ability to triage and prioritize issues - Ability to clearly document findings for technical and non-technical audiences - Comfort with basic-to-intermediate SQL - Experience using BI tools (Metabase preferred) - Experience reading logs and monitoring systems (Datadog preferred) - Comfort making safe, well-documented updates in production systems using established processes NICE TO HAVE - Experience reading or troubleshooting application code - Familiarity with SaaS platforms and complex business workflows - Experience supporting regulated or compliance-sensitive products - Experience creating internal documentation and SOPs WHAT SUCCESS LOOKS LIKE WITHIN 3 MONTHS - You understand Moxie Suite core workflows and common issues - You independently handle bug intake and triage with high-quality documentation - You contribute meaningfully to internal FAQs and SOPs - PSMs and onboarding teams rely on you for accurate technical answers WITHIN 6 MONTHS - You fully own the bug intake and triage workflow - Bug resolution times improve due to better triage and coordination - Internal teams are more self-sufficient due to better documentation - Engineering interruptions decrease as issues are better scoped before escalation WITHIN 9–12 MONTHS - You operate as a trusted, experienced Technical Support Agent - You help onboard or mentor newer support team members informally - You contribute to measurable improvements in support efficiency and quality - You are well-positioned for growth into a Senior Technical Support Agent (IC-3) role OUR STACK CORE PRODUCT & INFRASTRUCTURE - Backend & Admin: Django Admin - Cloud & Hosting: AWS, Vercel - Edge & Security: Cloudflare - Authentication: Clerk CUSTOMER COMMUNICATION & SUPPORT - Support & Messaging: Intercom, Twilio - Email & Notifications: SendGrid - Customer Agreements & Forms: BoldSign PAYMENTS & BUSINESS OPERATIONS - Payments & Invoicing: Stripe - Operational Tooling: Omni OBSERVABILITY & DATA - Monitoring & Logging: Datadog - Analytics & BI: Metabase INTERNAL KNOWLEDGE & COLLABORATION - Documentation & Knowledge Base: Notion, Glean - Team Communication: Slack DEVELOPMENT & WORKFLOW - Version Control & Collaboration: GitHub FINAL NOTE This role is ideal for someone who enjoys solving technical problems, improving internal operations, and being the connective tissue between teams. Success is measured not by ticket volume, but by clarity, speed, and reduced friction across the organization. At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: act as owners, give more than we take, move with speed and care, and simplify and learn every day. We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.