{"id":2501780,"url":"https://alion.io/job/rylo-senior-support-specialist","title":"Senior Support Specialist","company":{"id":689354,"name":"Rylo","domain":"rylo.com","url":"https://alion.io/company/rylo","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Linear","optional":false},{"name":"Mixpanel","optional":false},{"name":"Monday.com","optional":false}],"status":"live","first_seen_at":"2026-10-14T05:46:53Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-17T21:06:51Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Description\nAs a Senior Support Specialist at Rylo, you will be the first point of contact for users, providing hands-on technical support while ensuring an exceptional and accessible experience for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll troubleshoot user issues, communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience.\nOn a day-to-day, you will:\nRespond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.\nInvestigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed.\nEducate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.\nTrack and document customer interactions to identify common challenges and areas for improvement.\nWork closely with the Product and Engineering teams to escalate complex technical issues, help identify and document bugs, provide clear context.\nRequirements\n3+ years of hands-on customer support experience in a consumer-facing technology company - a must.\nExperience troubleshooting technical product issues, investigating root causes, and working cross-functionally with Product and Engineering teams.\nFluency in English both written and spoken.\nStrong written communication skills, with an ability to explain technical concepts clearly and concisely.\nExperience with modern customer support platforms, with hands-on Intercom experience strongly preferred.\n Familiarity with tools such as Mixpanel, Linear, Monday.com, or Asana is a plus.\nA problem-solving mindset with the ability to multi-task. \n Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).\nCompensation: $65,000-$85,000 per year, depending on experience and qualifications.\nBonus but not a must:\nExperience working with the Deaf and Hard of Hearing community.\nExperience in building automation flows.\nBenefits:\n Work on a fulfilling, life-changing product (literally)\nJoin as a key player at an early stage and receive generous options\nUnlimited time off and sick days\nAnnual company get-together\nMedical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits\n401(k) plan with company match\nAbout us:\nRylo is the communication engine for people who are Deaf or hard of hearing. Communication belongs to everyone, and we strongly believe that no moment should go missing.\nWe work alongside the community. We know the barriers, and we're here to tear them down. Our tools are built for individuals and the businesses that serve them.\nRylo is backed by investors who believe in the work we do: General Catalyst, Canaan, Comcast, Vertex, Precursor, Contour, Cardumen, Techstars, and more.","description_format":"text","description_chars":2836,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Hearing Care & Audiology","Consumer & Utility Software"],"lifecycle":[{"event":"open","at":"2026-10-14T06:11:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":3406,"reasons":["conf:1","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/rylo-senior-support-specialist","json_url":"https://alion.io/job/rylo-senior-support-specialist.json","meta":{"generated_at":"2026-10-17T22:29:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":453,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":689354},"rest":"https://alion.io/mcp/rest/get_company?id=689354"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frylo-senior-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frylo-senior-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frylo-senior-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rylo-senior-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frylo-senior-support-specialist"}]}