Technical Support Specialist - Product Quality Feedback

About Us

We make Paste in a small distributed team of talented engineers and designers who enjoy crafting beautiful products. We're bootstrapped, which allows us to do what we love in a creative environment. We experiment extensively to find the best solutions and have fun along the way. We adopt the latest frameworks and technologies as early as possible. Learn more about our team here.

About the Role

We’re looking for a new team member who will fully own technical support, bug reporting, and product quality feedback for Paste. You’ll be the person who sees problems first, from user emails, crash reports, beta feedback, and testing, and turns them into clear, actionable input for the development team. This is a hands-on role with real ownership. You’ll be part of the product development process, not just a support inbox.

What we’re looking for

• 2+ years of experience in a technical support, support engineering, or QA/support hybrid role.
• Strong technical mindset: you know how to investigate issues, reproduce bugs, and understand crash reports.
• Experience working with support and project management tools such as Help Scout, Linear/Jira, Sentry, or similar.
• You are a daily Mac user and understand how the Apple ecosystem works (macOS, iOS, iCloud).
• Fluent written English with clear, structured communication.
• Able to work independently, take ownership, and follow issues through until it’s done without supervision.
• Proactive attitude: you notice patterns, implement improvements, and don’t wait for instructions.

What you’ll do

• Act as the bridge between users and developers, making sure the most important issues are visible and addressed.

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• Own user support communication: read, reply, and follow up on incoming emails.
• Communicate with users across App Store reviews, TestFlight feedback, feature requests, and social channels when issues are reported.
• Own bug reports end to end, from first report to verification that the fix works.
• Reproduce issues whenever possible and collect all relevant technical details.
• Participate in QA by testing new features, validating fixes, and helping test the app before releases.
• Organize and maintain the knowledge base using AI tools.
• Keep the feature request board and feedback structured and useful for product decisions.

What we’re offering

• Freedom to create and experiment, learn, and collaborate with like-minded people.
• Remote-first setup with flexible hours, we’re fully distributed and time zone–agnostic.
• Part-time role with an expected commitment of around 20 hours per week.
• Opportunity to work on end-to-end product features and have a direct impact on the user experience.

How to Apply

As a small team, it’s important for us to find the right match, while keeping the interview process lean. Part of our process is async to avoid unnecessary delays.

• Send your application to alex@pasteapp.io. Please include your CV and your answers to the application questions below. Please note that we only review applications that include answers to the application questions.

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• We’ll review your application and may follow up with a few additional questions. If you haven’t heard from us within a week, feel free to ping us at the same email.
• We’ll have one call to meet the team and get to know each other better.
• Concluding our process, we've got a paid trial period. This step lets us make sure we're on the same page and ready to roll together.

Application Questions

Below you’ll find three emails from imaginary users, each describing a different situation. Please walk us through how you would approach each case.

Email 1

This is getting ridiculous. Your app is crashing every single time I try to open it.

It flashes for a second and then quits. I updated nothing on my side and it worked fine yesterday. I pay for this app and now it’s completely unusable. Please fix this ASAP.

Email 2

Your app doesn’t sync at all between my MacBook and iPhone. Nothing I copy on one device ever shows up on the other. I’ve been using both for a while now and expected them to stay in sync. Am I missing something?

Email 3

Hi team,

I use pinboards a lot and they’ve grown pretty large over time. It would be really helpful to be able to search within a single pinboard, instead of searching across everything. Is that something you’ve considered?