About the role

About The Meridiem

The Meridiem is a fast-growing tech journalism platform delivering essential coverage of AI, startups, venture capital, cybersecurity, and enterprise technology. We provide morning briefings and evening analysis to a rapidly expanding subscriber base of tech professionals, founders, and investors. Backed by Series A funding, we are scaling our team to match our ambition of becoming the go-to source for technology news and insight.

Role Overview

We are looking for a Technical Support Specialist to serve as the frontline resolver for platform and subscriber technical issues. You will troubleshoot problems related to our website, newsletter delivery, user accounts, payments, and subscriptions. Working closely with the engineering and product teams, you will ensure subscribers have a seamless experience and help identify recurring technical issues before they escalate.

Key Responsibilities

• Troubleshoot and resolve subscriber-reported issues related to website functionality, account access, and content delivery.
• Diagnose and escalate platform bugs, providing detailed reproduction steps and logs to the engineering team.
• Handle payment and subscription support including failed transactions, plan changes, cancellations, and refund requests.
• Investigate and resolve email deliverability issues such as newsletters landing in spam, delayed delivery, or bounced addresses.
• Maintain and update internal technical support documentation, troubleshooting guides, and runbooks.
• Monitor platform health dashboards and proactively identify issues before they impact subscribers at scale.
• Manage support tickets within SLA targets, prioritizing by severity and subscriber impact.
• Assist with QA testing of new features, releases, and platform updates from a support perspective.
• Collaborate with the product team to relay user experience pain points and improvement suggestions.
• Support data requests related to subscriber accounts in compliance with privacy regulations.
• Participate in on-call rotation for critical platform issues during high-traffic publishing windows.

Requirements

• 2+ years of experience in technical support, IT support, or a similar customer-facing technical role.
• Strong troubleshooting skills — ability to isolate issues across web browsers, email clients, and payment systems.
• Familiarity with web technologies (HTML, CSS, browser developer tools) sufficient to diagnose frontend issues.
• Experience with ticketing systems (Zendesk, Intercom, Freshdesk, or equivalent).
• Understanding of email deliverability fundamentals (SPF, DKIM, spam filters).
• Clear and empathetic written communication, able to explain technical issues to non-technical users.
• Comfort working with subscription billing platforms (Stripe, PayPal, or similar).
• Detail-oriented with strong documentation habits.

Nice-to-Have

• Experience with newsletter or publishing platforms (Beehiiv, Substack, Ghost).
• Familiarity with CMS systems, particularly headless CMS like Strapi.
• Basic knowledge of APIs, webhooks, and how modern web applications communicate.
• Experience with Cloudflare, CDN troubleshooting, or DNS configuration.
• Background in media, publishing, or SaaS support environments.

What We Offer

• Competitive salary with equity options in a Series A startup.
• Fully remote work with flexible hours.
• Health, dental, and vision benefits.
• Generous PTO and company-wide recharge days.
• Annual learning and development budget.
• Opportunity to grow into senior technical support or support engineering roles.
• Work at the intersection of technology and journalism in a mission-driven company.

How to Apply

Send your resume and a brief cover letter to support@themeridiem.com with the subject line "Technical Support Specialist Application." Bonus points if you describe a tricky technical issue you resolved and the approach you took. We review applications on a rolling basis and aim to respond within one week.