Technical Product Support Associate

Job Description

Job Description

About Us

Applecart is the leading technology company that C-suites rely on to reach business-critical decision makers. The most important decisions are made by the hardest people to reach and influence. Historically, C-suite leaders have lacked the tools to reach the stakeholders who matter most to their business. The C-suites of hundreds of Fortune 500 companies, major agencies, trade associations, nonprofits, and governments use Applecart to put their best content in front of business-critical decision makers and those they trust —  from policymakers and investors to CEOs, key employees, members of the media and more. Decision makers are informed by what they read, learn from advisors, hear from colleagues, and discuss with family and friends. To break through to them, you must reach them through the only channel that really moves them: those they know and trust. Applecart's platform uses publicly available data to map billions of social relationships between nearly every American adult and enable clients to deliver content directly to decision makers and those who matter most to them. 

We are hiring a Technical Product Support Associate in our New York office.

About the Role:

As our first dedicated Technical Product Support Associate, you will be the vital link between our internal users and our Product Development teams. In this role, you aren't just answering questions; you are the frontline of our product's stability, embedded in the Software Product Lifecycle. You will gain a front row seat to how a mid-size startup scales its technology and its processes, with a direct path toward more senior technical operations or engineering roles.

You will start by mastering the user experience, triaging incoming requests, and resolving immediate needs. As you grow, you will go "under the hood"—learning to navigate our backend systems, query databases, and analyze logs to identify the root cause of complex issues. This is a foundational role with a clear growth path: you'll help us build the processes that will define our support organization as we scale.

What You'll Do:

• Triage & Traffic Control : Act as the first point of contact for internal support tickets. You'll categorize and prioritize requests, ensuring every issue is handled with the appropriate urgency.
• User Discovery & Enablement : Partner with internal users to understand their workflows. You will help distinguish between "how-to" questions and actual system bugs, providing immediate training where needed, or gathering the specific reproduction steps and context required for developers to hit the ground running.
• Problem Solving: Resolve "Tier 1 & 2" issues independently, from guiding users through product features to troubleshooting known configuration errors.
• Escalation & Incident Management: Own the lifecycle of a ticket. You will manage internal escalation paths and provide critical input on when a reported issue should be elevated to a high-priority "incident," helping the team respond to system-wide threats quickly.
• Technical Deep-Diving: As you grow, you will learn to use tools like SQL and DataDog to investigate what's happening in the backend when a user reports an error

Experiences and Capabilities You Bring:

• Experience: 2+ years of experience in product support or related roles.
• Startup Agility: You're comfortable with ambiguity and excited about the prospect of helping define a role from the ground up.
• Radical Organization: You enjoy bringing order to chaos. Managing a busy inbox or ticket queue feels like a game of Tetris you're determined to win.
• Empathy for the User: You understand that when a tool doesn't work, it's frustrating. You take pride in being the person who makes a colleague's day easier.
• The Detective Mindset: You don't just want to "fix" it; you want to know why it broke. You have a natural curiosity for how software systems click together.
• Exceptional Communication: You can explain a complex technical workaround to a non-technical colleague without using confusing jargon.
• Technical Aptitude: You might not be an engineer yet, but you aren't afraid of a terminal, a spreadsheet, or a snippet of code. Familiarity with (or a desire to learn) SQL and API basics is a huge plus.

This is a hybrid role. Work from home on Monday and Friday and in Applecart's New York City office Tuesday through Thursday. 

Compensation:

Our compensation package consists of three components: (i) a base salary, (ii) annual cash bonus, and (iii) generous equity compensation.

The base salary range for this role is between $80,000 - $90,000 based on the candidate's experience and skills relative to the requirements listed above. The salary range provided is exclusive of discretionary annual cash bonus and equity compensation. The salary range provided for this role is specific to candidates located in the New York City area.

A few facts about us:

• Applecart's platform has been used by hundreds of industry-leading clients spanning Fortune 500 companies like Blackstone and Intuit, leading nonprofit organizations like the Environmental Defense Fund, and top-tier advertising and communications agencies like Teneo, FGS, Weber Shandwick, and OMD. 
• Applecart is growing quickly — over the last 3 years, we've increased our bookings by 10X, grown our headcount by 4X, and we're cashflow positive. 
• Our senior leadership team includes two members of the Forbes 30 under 30 list for Marketing and Advertising, the former Head of Product at Moat, Oracle's online ad measurement platform, a former senior White House advisor, early sales and talent leaders from Google and Twitter, two of the Democratic Party's most successful pollsters and strategists, a former CRO of a high-growth tech company with hundreds of millions in ARR, and alums of top-tier organizations like Bain, Amazon and Simpson Thacher.
• Our investors include Bain & Company, global sports, entertainment and marketing giant Endeavor, KKR Co-Founder Henry Kravis, entrepreneur Chris Burch, a founder of Palantir, senior engineering leaders at Twitter and Yelp, former Fortune 50 and advertising agency CEOs, and a number of well-known venture capitalists. Ari Emanuel, CEO of TKO and Executive Chairman of WME, and Jennifer Fonstad, Owl Capital Managing Partner, serve on our board. 
• Our work has been featured on Morning Joe on MSNBC, BloombergTV and The Colbert Report, and in Axios, BusinessWeek, the Associated Press, Forbes, the Washington Post, and Politico, among many others.