Opportunity Description
Valstro hiring our first support person! The Support Lead ensures customers get fast, clear, and reliable support in day-to-day production use. This role is ideal for someone who enjoys solving customer problems, staying organized under pressure, and improving how support work gets done.
This is a full time, New York based position, reporting to the Head of Product Strategy.
Key Responsibilities
Frontline support & triage
- Monitor inbound support channels and respond to customer issues promptly.
- Triage requests (severity, impact, urgency), gather context, and drive issues to resolution.
- Provide clear, timely customer updates during investigation and resolution.
Escalation coordination
- Run escalations by pulling in the right internal responders (Engineering, Platform/SRE, Product, Connectivity) and keeping communication tight.
- Own end-to-end incident...