Technical Support Agent

📋 Description

• • The Technical Support Agent at Moxie Software Inc. serves as the first line of defense for technical issues in Moxie Suite, supporting internal teams by triaging bugs, answering technical questions, and reducing friction across Engineering, Provider Success, and Onboarding.
• • Day to day, the role involves gathering reproduction steps, logs, and screenshots for bug reports; assigning severity using defined guidelines; resolving straightforward issues independently; escalating to engineers when needed; verifying fixes; and communicating status to stakeholders.
• • The role also includes acting as an internal go-to resource for technical questions in Slack, testing behavior in staging environments, building and maintaining FAQs and SOPs in Notion, and creating Looms or written guides to reduce repeated interruptions.
• • Additionally, the agent uses Django Admin to support internal teams, runs basic SQL queries, leverages Metabase for investigation, reviews Datadog logs and metrics, and documents all manual interventions following established guardrails.
• • Moxie Software Inc. is a remote-first company empowering aesthetic entrepreneurs to build profitable, independent practices without burnout, having grown to support 700+ practices nationwide with a mission to unlock sustainable success at every stage of their journey.
• • In this role, the person will develop deep expertise in Moxie Suite workflows, strengthen technical communication and documentation skills, gain hands-on experience with observability and BI tools (Datadog, Metabase), and contribute to systemic improvements in support efficiency and product quality—positioning them for growth into a Senior Technical Support Agent (IC-3).