Technical Support & Product Liaison Officer at Odixcity Consulting

The Mission

• We are at a pivotal moment: Launch. As our first Technical Support & Product Liaison, you are the face of the company to our early users and the "voice of the user" to our engineers.
• You will be responsible for ensuring no user stays stuck for long, and no bug goes undocumented.

The Role

• This is a dual-impact role. One half of your day is spent in the chat interface, guiding users through the platform and solving "how-to" hurdles.
• The other half is spent in our technical stack—reproducing bugs, writing Jira tickets, and tracking development progress to ensure our product stays polished.

Key Responsibilities 
Front-Line User Success (The "Help" Pillar):

• Real-Time Support: Own the live chat interface to answer "How do I...?" questions and guide users through core workflows.
• Unsticking Users: Proactively identify when a user is struggling with a specific action and provide the direct steps (or screen recordings) to get them past the finish line.
• Education: Transform common questions into simple "Self-Help" articles to build our initial Knowledge Base.

Technical Liaison (The "Dev" Pillar):

• Bug Diagnosis: When a user reports an issue, you don't just "pass it on." You investigate. You use Browser DevTools and logs to find the root cause.
• Jira/Ticket Management: Translate user issues into high-quality technical tickets. Every ticket you write must include:
  • Clear "Steps to Reproduce."
  • Expected vs. Actual behavior.
  • Technical environment (OS, Browser, App Version).
  • Impact level (Low/Medium/High/Blocker).
• Progress Tracking: You own the "Feedback Loop." You track the status of bugs in the dev sprint and are responsible for notifying the user the moment a fix is deployed.

Ideal Candidate Profile

• Experience: 3+ years in a SaaS-specific support role (FinTech, EdTech, or DevTools
• A proven working experience of 4-5 years and above preferred).
• Communication: You can pivot from a friendly, empathetic chat with a frustrated user to a cold, clinical, and precise bug report for a developer.
• Tools: Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
• Technical Curiosity: You aren't afraid of looking at a JSON payload or checking a network request to see why a button didn't trigger an action.
• Languages: Proficiency in French is an added Advantage.