Associate Technical Support Analyst

• Triage incoming bug reports: reproduce, check severity, spot duplicates
• Write clear tickets: steps to reproduce, expected vs actual behaviour, environment details, screenshots or logs where relevant
• Assist with the beta group (Forest Explorers): onboarding, communication, chasing feedback, flagging when engagement drops, triaging issues
• Communicate with the Customer Support team when users need escalation
• Provide first-line technical support to riders and internal teams when issues come in, escalating to the QA Lead when needed
• Spot patterns across reports that might point to a bigger underlying problem
• Keep documentation and known-issue lists up to date
• Assist in monitoring app metrics in Production, We love spending time in the office together, with 4 days a week in our office and 1 day a week working from home.

• Sharp attention to detail. You notice the thing everyone else scrolled past
• Honest. If something’s broken, half-checked, or you’re not sure, you say so
• Hard-working and reliable.
• Comfortable with technical concepts. You don’t need to code, but you should be able to read logs, understand API responses, and talk to engineers without translation
• Clear written communication.
• Good communication skills. You’ll need to interact with non-technical stakeholders and explain to them the status of different bug reports.
• Genuine problem-solving instinct. You want to know why something broke, not just that it did
• You’ll need to hold several threads at once and know when something’s urgent versus when it can wait. We’d rather you push back and ask a hard question than quietly guess., * Experience working with and debugging APIs and Webhooks (JSON,YAML).
• Some experience with Data Analysis
• Experience using AI on a user level
• Past experience with writing clear tickets with Linear or a similar issue tracker
• Some exposure to customer or technical support

Forest is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not tolerate any form of discrimination, bias, or harassment.