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.
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)
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.
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
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
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
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
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
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
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
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
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
Backend & Admin: Django Admin
Cloud & Hosting: AWS, Vercel
Edge & Security: Cloudflare
Authentication: Clerk
Support & Messaging: Intercom, Twilio
Email & Notifications: SendGrid
Customer Agreements & Forms: BoldSign
Payments & Invoicing: Stripe
Operational Tooling: Omni
Monitoring & Logging: Datadog
Analytics & BI: Metabase
Documentation & Knowledge Base: Notion, Glean
Team Communication: Slack
Version Control & Collaboration: GitHub
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.