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.