About Framework

At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.

Our first product is the Framework Laptop, a thin, light, high-performance notebook that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we’ve launched the Framework Marketplace to enable an ecosystem of parts and modules. We’ve seen a fantastic reception to our first product from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and Wirecutter, along with landing on the cover of TIME’s Best Inventions of 2021.

We come from successful consumer electronics startups including the founding team of Oculus, and we recently closed an $18M Series A fundraising round to fuel our roadmap. We care deeply about building a diverse and inclusive team, and we hope you do too!

The Position

We’re looking for a Tier 3 Support Specialist to help manage and streamline support escalations, end-to-end. This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams within Framework for review and resolution, and for providing Tier 3 support for challenging technical issues. This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on current and new products to ensure Framework’s customers always have a great experience.

This is a remote position open to anywhere within the US.

Responsibilities

Triage customer ticket escalations from our Tier 1 and Tier 2 support teams
Proactively identify and escalate gaps in the customer experience via internal reporting tools
Provide the “Voice of the Customer” to internal stakeholders through reporting shared on a regular cadence
Build out knowledge base articles and guides to help educate internal support staff and the public on known technical issues and how to resolve them
Collaborate with marketplace, supply chain, logistics, and engineering teams to deliver best-in-class consumer support experiences
Help define our support strategy as we continue to scale our efforts in Framework

Requirements

Bachelor’s degree or equivalent experience in marketing, business, computer science, or another technical field
3+ years of experience in technical support and escalation management
Technical proficiency in Windows and Linux Operating Systems
Hands-on experience building functional PCs from components and troubleshooting hardware/software issues
Proficiency in Jira or similar issue-tracking software
Proficiency in help desk or customer ticketing software systems (Zendesk, Jira Service Desk, Kustomer, etc.)
Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner
A desire and ability to wear multiple hats in the early stages of a company, including taking on slices of project management and community support
Inventiveness, curiosity, and a passion for building and supporting products that people love

Nice-to-haves

Previous experience in an early-stage startup or in standing up a new consumer product segment
Interest in deconstructing consumer electronics to see how they function or to replace/repair faulty components
Familiarity with supporting international customer bases and working in multinational teams
Previous experience supporting both consumer and commercial customers

What we offer

Competitive salary, equity, and health benefits
Flexible work hours and locations
The chance to be an early member of Framework’s team and to shape our brand and product strategy
The opportunity to work at a startup that is fixing a major industry