Product & Support Operations Engineer
2 more properties
Why join koodos labs?
You should join koodos labs for the people and our mission.
We aspire to build the best team of the 2020s. Just like PayPal in the 90s, Google in the 00s, and Stripe in the 10s, we want to be known as “a place where it’s good to be from.” If you join us, we promise to be the best place to grow your career — with the best people you’ve ever worked with. We’re also working on a very bold mission.
We care deeply about helping people connect more deeply with themselves and others. And in the spirit of personal empowerment, we aim to invert the internet’s data model over time and put individuals in control of their digital identities.
Read more about working at koodos labs here.
What we’re building
Shelf helps users passively track their consumption, connect with others through shared interests, and gain insights about themselves from their data. And, in return, users get a personal data store and the ability to provision access to their credentials and data at-will, gaining a passport to a more agentic internet. We’ve helped >500,000 users re-aggregate >1B data points so far (i.e. Jad watched S2E1 of Severance). Check us out on the iOS app store (Android coming soon!)
The future is personalized experiences powered by user-controlled data, this depends on dynamic and transportable user data. We’re building a future where apps and services come to you and your data—not the other way around. See our latest paper here.
The Opportunity
Your mission
Ensure a seamless, high-quality user experience by improving product stability, QAing, debugging, and owning support operations – automating away work over time.
Measurables:
App Store Review Score – Maintain an average rating of 4.5+ stars across markets as a reflection of overall product quality and user satisfaction.
Support Response & Resolution Time – Ensure critical support queries are responded to within 24 hours and bugs are resolved efficiently.
Bug Resolution Efficiency – Resolve 90% of urgent & high-priority bugs within a cycle to ensure product stability.
Reduction in Manual Workload – Achieve a 50% reduction in manual QA and support queries through automation.
Frontend Issue Reduction – Decrease frontend-related user-reported issues by 30%, improving product polish and stability.
Outcomes of your role:
Support Operations & Management
Own user support – handling user support directly as-needed and bringing on & managing contractors when needed: ensuring a short response time for critical issues.
Oversee user support and debugging processes: including bringing on, managing, and building systems for our first support contractors.
Automate common support workflows to improve efficiency and reduce manual workload.
Frontend Stability & Polish
Reduce frontend-related user-reported issues by 80%.
Address and fix straightforward UI/UX bugs proactively.
Help define and improve usability based on user behavior patterns and feedback alongside Design.
QA: Manual & Automated Testing
Conduct continuous manual QA testing to identify usability and stability issues.
Develop and optionally implement automation to streamline and improve the efficiency of manual QA processes.
Identify key surfaces that require consistent QA and ensure they are covered in automated tests.
Ensure all major releases undergo comprehensive regression testing before launch – and develop systems to do this across devices.
Bug Tracking & Resolution
Identify, document, and categorize issues efficiently.
Help create reproduction conditions for hard-to-recreate bugs.
Work with the engineering team to prioritize the most urgent issues and find resolutions.
Cross-functional Collaboration & Insights
Work closely with engineering, product, and support teams to optimize the issue-resolution pipeline.
Collaborate with engineering and product teams to understand user pain points, identify patterns, communicate fixes, and ensure a high level of user satisfaction.
Contribute actionable insights from QA and support data to improve the overall product experience.
We’re NY-based (we have our own office in West Soho) and we work in-person.
Our Team
We’re a small, but mighty team with backgrounds at YouTube, Coinbase, Harvard, and Cambridge, as startup founders and as early members at companies like Improbable and Lyft. We’ve come together around a shared vision and are dedicated to creating important and positive experiences for cyberspace.
We’re well resourced Series A company (unannounced rounds) & backed by top-tier investors, including the backers of companies like Airbnb, Pinterest, Snap, and Twitter, as well as the founders of companies like Zynga, VSCO, and Scale and the people behind artists like Miley Cyrus, Justin Bieber, Lorde, Logic, and Panic! At The Disco, and many others. Our team is advised by the founders of Pinterest, Dubsmash (now Reddit), as well as pioneers of digital marketing and market design from Harvard.
We care about building a genuinely diverse team. We are a majority-first gen immigrant team and sponsor visas — we think that’s important as we build towards enabling easier digital migration. We share the same values of individuality, empathy, reliability, kindness and humility. One big overlap among our life experiences is contrasts: contrasts between our own upbringing and the world around us, contrasts between what was expected of us and what we ended up pursuing and our bringing together of contrasting, interdisciplinary worlds.
More about us here.
Ideal Candidate
We recognize that the confidence gap and imposter syndrome might discourage amazing candidates from applying. Every job description is a wish list, so please reach out if this role really excites you.
Technical Excellence – Ideally full-stack, but definitely strong knowledge of front-end development (JavaScript, React, Tailwind) and debugging practices.
Problem-Solving – Ability to analyze recurring issues and propose sustainable solutions.
Patient & Empathetic –Puts users first. Interested in deeply understanding user problems and working to resolve them.
High Agency & Self-Management – Able to work independently without requiring hand-holding.
How can I automate that? – Experience or interest in automation and making things more efficient, while making sure it feels human & high-touch.
Collaboration & Communication – Works effectively across teams, balancing technical and user-focused priorities.
User-Centric Mindset – Focuses on ensuring product quality and addressing user pain points.
Execution & Ownership – Takes initiative, drives projects to completion, and is accountable for results.
Attention to Detail & Polish – Strong focus on ensuring a high-quality, refined user experience.
We have a very high bar for talent and hire for slope over intercept. When bringing folks onto our team, these are some attributes we look for:
HIGH AGENCY (cares deeply, engaged, driven, hard-working)
HUMILITY (low ego, self-aware, respectful)
GRIT (resilience in the face of challenges, welcomes ambiguity)
GROWTH MINDSET (always looking to make things better, force multiplier)
TEAM-FIRST MENTALITY (in service of the team, community & koodos mission — not themselves)
SPARK (inspiring, positive, puts energy in, creative, unique)
TALENT MAGNET (am i proud to be working with them?, will they attract other talent?)
What you’ll do
Customer Support/Technical Support Engineering
Handling support tickets, escalating issues, and ensuring timely responses
Managing Zendesk (or similar support platforms)
Automating support processes and improving the product so that we don’t need to do “support”
Overseeing and training customer support contractors
Creating knowledge bases and self-help documentation
Frontend Engineering
Working in the codebase to resolve UI/UX issues and ensure a stable user experience.
Improve features and address usability concerns.
Quality Engineering or Software Testing
Automated and manual testing
Developing test frameworks and regression tests
Identifying, reporting, and tracking bugs
Running performance and load testing
Product Operations (or Technical Program Management)
Managing bug prioritization and triaging with engineering
Coordinating between product, engineering, and support teams
Defining processes for issue escalation and resolution
Improving operational efficiency through tooling and automation
Product Management
Gathering user insights from support and testing
Influencing product roadmap based on stability and operational concerns
Identifying opportunities to improve user experience based on bug trends
How we interview
We lean heavily on prior experience, demonstrated ability, and references. We don’t want to have brilliant people inverting binary trees or solving riddles.
Remote:
We start the process with a discussion to hear more about your prior experience and goals, and to tell you more about koodos labs. This’ll be casual!
If we both think there’s a potential fit, we’ll introduce you to more of the team and deep-dive on your technical experiences.
We’ll then ask you to share a project that you’ve worked on that you’re particularly proud of, and a short video taking us through the architecture, explaining any particularly interesting components and technical decisions you made.
Onsite:
You made it to the final stage! We have a 2-part onsite process (so that’s 2 visits to our office in West Soho).
The first part is a 1-hour on-site with members of our engineering team. It’ll be a collaborative debugging challenge 
The second part on another date will be an opportunity for you to meet the rest of the team! It’ll be a series of discussions with team members and an opportunity to grab lunch with us. We think it’s important that you get a feel for what it’d be like to work with us! 
References: After the interview stage, we ask for 2-3 references who would be willing to discuss their experiences working with you. We’ll make sure to be respectful of their time; most calls take about 15 minutes.
Decision: This part’s on us, and we promise to move fast.
How to apply
If interested, please drop us a line on joinus@koodos.com with your resume.
FAQs
Where will I work?
What tech stack do you use?
Are you hiring interns?
Are you open to part-time?
Where can I find more info?
Do you sponsor visas?