[All remote jobs](https://jobicy.com/jobs.md)[![Fieldguide logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/afa73463-221.png)](https://jobicy.com/company/fieldguide.md)[Fieldguide](https://jobicy.com/company/fieldguide.md) # Product Support Representative Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/fieldguide.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryGBP 35k–50k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished18 Oct 2026Apply before17 Nov 2026Listing views59Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Fieldguide is hiring a Product Support Representative to deliver technical, customer-facing support for its audit and assurance software platform. The role handles issue investigation and resolution through email, phone, and chat, while partnering with Engineering, Product, and Design on customer feedback and fixes. It also supports onboarding activities, including customer database setup and template creation, and maintains self-service support documentation. Candidates need 1–3 years of customer support or technical customer-facing experience, strong ownership, and comfort working 9am–6pm GMT in a fast-moving startup environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires hands-on troubleshooting of a SaaS platform alongside clear customer guidance and cross-functional escalation. Its startup setting, evolving processes, and expectation of end-to-end ownership increase the operational complexity. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job median (per year)Highly competitive£42,500UK market range (per year)£32k–£48k0£52.80k AI insightFieldguide discloses a salary range of £35,000–£50,000 per year, with a midpoint of £42,500. This is a credible annual range for a UK-based product support representative with early-career technical support experience. The estimated UK market range for comparable SaaS technical support roles is £32,000–£48,000 per year. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[Issue reproduction](https://jobicy.com/jobs?search_keywords=Issue%20reproduction.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Phone support](https://jobicy.com/jobs?search_keywords=Phone%20support.md)[Chat support](https://jobicy.com/jobs?search_keywords=Chat%20support.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Database setup](https://jobicy.com/jobs?search_keywords=Database%20setup.md)[Product feedback](https://jobicy.com/jobs?search_keywords=Product%20feedback.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Microsoft Office merge tags](https://jobicy.com/jobs?search_keywords=Microsoft%20Office%20merge%20tags.md) Sample interview questionsHow would you handle a customer report that the platform is not behaving as expected?I would first acknowledge the issue and gather the essential details, including the user’s goal, steps taken, error messages, account context, and browser or system information. I would reproduce the problem where possible, check known issues and documentation, then provide a workaround or escalate a well-documented case to Engineering. I would keep the customer informed until resolution and document the outcome for future cases. Describe how you would explain a technical workflow to a non-technical audit practitioner. I would start with the practitioner’s business outcome rather than technical terminology, then demonstrate the workflow in small, practical steps using their real use case. I would confirm understanding along the way and provide concise follow-up guidance or links to relevant help content. My goal would be to make the customer confident and self-sufficient. How do you prioritize several urgent support requests at once? I assess requests by customer impact, severity, number of users affected, deadlines, and whether a workaround exists. I address widespread outages or blockers first, communicate expected response timing to all affected customers, and keep clear records of ownership and next steps. If priorities conflict, I raise the trade-offs early with the appropriate internal stakeholders. What makes an effective escalation to Engineering? An effective escalation is actionable and reproducible. I would include the customer impact, exact reproduction steps, expected versus actual behavior, screenshots or logs where appropriate, account details, troubleshooting already completed, and the urgency level. This reduces back-and-forth and helps Engineering diagnose the issue quickly. How would you turn recurring customer questions into an improved support experience? I would identify trends in tickets and customer conversations, validate the root cause, and propose improvements such as a knowledge-base article, FAQ update, product guidance, onboarding material, or a product enhancement. I would write the resource in clear customer language and monitor whether it reduces repeat contacts. I would also share the pattern with Product and Engineering when it signals a broader usability issue. Opportunity details ## About this role. ### About Us Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and financial audit. Put simply, we build software for the people who enable trust between businesses. We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We’re backed by top investors including Growth Equity at Goldman Sachs Alternatives, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Elad Gil, and more. We value diversity — in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other’s growth. As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by bringing together up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide. About the Role: As a Product Support Representative at Fieldguide, you will be an integral member of our go-to-market team, helping build our support function. You will provide customers with world-class support built to maximize our customers’ return on investment quickly and continuously. As a trusted expert on the Fieldguide platform, you will partner closely with firms to ensure their ongoing success with Fieldguide. This hire must be comfortable working 9am – 6pm GMT. What You’ll Do: * Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude. * Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide’s platform. Troubleshoot problems via email, phone, or chat, investigating and reproducing issues, and working through fixes with Engineering when needed. * Enhance user experience: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential. * Advocate for the customer: Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop. * Bolster onboarding and retention: Assist in customer database setup and template creation to ensure a world-class client experience. * Maintain knowledge base: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service. About You: * 1 – 3 years of customer support experience, 1 to 3 years in a customer-facing technical role. Support, implementation, solutions, or support plus engineering all count. * You are a team player and are mission-first. You’re joining a hard-working team that trusts each other deeply. We won’t compromise on this. * Startup or scale-up experience where you have worn multiple hats and worked without full documentation.. The ideal candidate will have a proven track record of driving customer satisfaction and fostering long-term client relationships. * Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight. * Adaptable. You adjust quickly to changing processes and customer needs. * Nice to have: Familiarity with the integration of merge tags in Microsoft Office applications is desirable. More about Fieldguide: Fieldguide is a values-based company. Our values are: * Fearless – Inspire & break down seemingly impossible walls. * Fast – Launch fast with excellence, iterate to perfection. * Lovable – Deliver happiness & 11 star experiences. * Owners – Execute & run the business with ownership. * Win-win – Create mutual value & earn trust for life. * Inclusive – Scale the best ideas with inclusive teams. 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