Product Support Representative

Remote · 1-3 years experience · Full-time · Remote · Posted Oct 12, 2026

At a glance

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.

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.

Build trust with customers by responding quickly and accurately to client requests for assistance with a positive attitude.
Provide technical support, offering 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.
Guide customers through the features and functionalities of the Fieldguide platform, providing tips and best practices for optimal use.
Be the link between the customer and Fieldguide's Engineering, Product, and Design team, communicating customer needs internally to help shape the product roadmap.
Help the customer participate in deployment of beta features, facilitating a frequent feedback loop.
Assist in customer database setup and template creation to ensure a world-class client experience.
Contribute to and update the online help resources, FAQs, and support documentation to ensure they are current and comprehensive for user self-service.

1 - 3 years of customer support experience, 1 to 3 years in a customer-facing technical role.
Be a team player and mission-first.
Startup or scale-up experience where you have worn multiple hats and worked without full documentation.
Bias towards action with the ability to take ownership of projects end-to-end and see them through to completion with minimal direction or oversight.
Adaptability to adjust quickly to changing processes and customer needs.

Familiarity with the integration of merge tags in Microsoft Office applications is desirable.