Last Updated on October 28, 2026 by Justin Bryant
Fieldguide has a remote Product Support Representative opening for U.S. applicants, with $52,000–$75,000 in annual base salary and an equity opportunity listed in its official job feed. The biggest schedule requirement is clear: you must be comfortable working 2 p.m.–11 p.m. Pacific.
This is technical customer support involving email, phone, and chat. The employer asks for customer support experience and experience in a technical role involving customers, using a 1–3-year range for each. It also wants startup or scaleup experience. This should not be presented as a no-experience or no-phone job.
The exact opening was active in Fieldguide's public job feed when checked on October 28, 2026. The job ID is cec72c64-181d-4daa-ba65-b20c2bc37939.
What Is Fieldguide?
Fieldguide builds software for assurance and audit teams. Its platform helps practitioners organize work involving areas such as cybersecurity, privacy, and financial audits.
For this support position, the relevant point is the customer: you would help professional users navigate business software and solve problems that interrupt their work. This is different from retail order support, although clear communication and patient troubleshooting still matter.
The company describes itself as based in San Francisco and built around a remote-first team. The specific opening is labeled Remote (USA), so its general statement about working from anywhere should not be interpreted as worldwide eligibility.
Pay and Benefits
The current official compensation record lists $52,000–$75,000 USD per year in base salary, plus an equity opportunity. That is a salary range, not an hourly rate or a guaranteed offer at the top end.
The feed provides a yearly compensation interval, so the annual wording comes from the employer's structured record. Equity is listed without a grant amount, percentage, vesting schedule, or value. Treat it as something to discuss with recruiting rather than money you can automatically add to the salary range.
The audited job description does not spell out health coverage, retirement benefits, paid leave, equipment reimbursement, or a home-office stipend for this role. Ask for the current benefits summary and clarify eligibility before accepting an offer.
Job Highlight: Product Support Representative
Fieldguide wants this person to help build its support function while assisting customers already using the platform. You would answer questions, investigate problems, reproduce issues, and work with engineering when a fix needs more technical involvement.
The position also includes helping customers use product features effectively. That can mean explaining a workflow, offering practical guidance, or assisting with database setup and templates during onboarding.
There is a documentation component: the listing calls for contributing to online help resources, FAQs, and support documentation. That makes the role relevant to applicants who enjoy explaining software in writing, but documentation is one part of a broader customer-facing job.
The combination matters. If you like writing help articles but want to avoid live customer contact, this listing may disappoint you. If you enjoy troubleshooting and turning repeated questions into better documentation, the duties line up more closely.
Key Responsibilities
- Respond to customer requests quickly and accurately.
- Troubleshoot through email, phone, or chat.
- Investigate and reproduce software problems before escalating issues to engineering.
- Explain product features and practical ways to use them.
- Share customer needs with engineering, product, and design teams.
- Help customers participate in testing beta features and provide feedback.
- Assist with customer database setup and template creation.
- Maintain useful help content, FAQs, and support documentation.
For an application, useful evidence could include a difficult support case you resolved, an issue you reproduced clearly for engineers, or a help article that reduced repeat questions. Explain the problem, what you did, and the outcome without sharing confidential customer information.
Qualifications
The employer uses two experience ranges: 1–3 years of customer support experience and 1–3 years in a technical role involving customers. It says support, implementation, solutions, and work combining support with engineering can count. It does not explicitly say these must be separate, nonoverlapping periods, so do not add them together into a new minimum.
Startup or scaleup experience is also listed, including working across responsibilities without complete documentation. That suggests the company expects initiative and adaptability rather than a fully scripted support environment.
The description emphasizes ownership, teamwork, clear customer relationships, and adjusting to changing processes. Familiarity with merge tags in Microsoft Office applications is desirable.
No college degree appears in the audited requirements. That is useful for experienced support applicants without a degree, but it does not remove the technical background requirements or make acceptance automatic.
Resume Keywords
Relevant terms may include product support, technical support, troubleshooting, issue reproduction, customer onboarding, implementation, knowledge base, support documentation, FAQs, customer retention, engineering escalation, beta features, database setup, and template creation.
Use the terms that match your actual work. Be specific about the software, ticket complexity, customer group, or process improvements you handled. An applicant with strong general customer service skills should explain how those skills translate to troubleshooting a business software product.
Location and Schedule
The official location is Remote (USA), and the role is classified as full time. The public record does not disclose a single-state restriction, although applicants should confirm their particular state during recruiting.
The job explicitly requires comfort working 2–11 p.m. Pacific. That corresponds to 4 p.m.–1 a.m. Central and 5 p.m.–2 a.m. Eastern when those U.S. zones observe their usual aligned daylight-saving schedule. It is an evening or late shift, not permission to set your own hours.
The listing does not specify which days of the week you would work, the paid weekly hour count, breaks, overtime treatment, training hours, travel, or equipment requirements. The nine-hour clock window should not be converted into a claim that every minute is paid work.
Before proceeding, ask whether training follows the same hours and whether weekends or holidays are required. Those answers could materially change the fit even when the salary is attractive.
Closing Notes
This opening is most useful for applicants who already have technical support experience, want U.S. remote work, and can consistently cover the late Pacific shift. The clear salary range and mix of troubleshooting, onboarding, and documentation are the main attractions.
The catches are the evening schedule, live phone work, and expectations of independence in a changing startup environment. No closing date is disclosed. Recheck the exact job ID and current requirements before applying.
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