Deployment Strategist

• Respond to incoming user escalations in a timely manner, triage, scope, and drive to resolution within agreed service levels

• Communicate directly with users to solve their most painful problems — via email, Slack, and calls

• Be accountable for timely and accurate resolution of all user issues, either directly or in partnership with Engineering and Product teams

• Conduct thorough, data-driven root cause analyses of escalations, and work with partner teams to validate findings

• Share findings, and insights with stakeholders through regular forums and reports

• Build and maintain a library of known issues, solutions, and workarounds

• Document recurring patterns so that institutional knowledge is captured — not just in someone's head

• Create user-facing FAQs or troubleshooting guides where applicable

• Challenge the status quo - identify how and where Duna needs to improve to better serve users

• Propose and help implement automation where possible (e.g., auto-triage of incoming tickets, structured intake forms)

• Help build the support team and process from the ground up

• Support training and socialization efforts for process adoption across Duna

• Understand and help influence the relevant product roadmaps that address the most frequent user escalations

A final note before you apply: please read through our website in detail. You'll find the fundamentals there: what we believe in, how we work, and why we're building this company.

We're a remote-first, fast-moving team of builders looking for exceptional people who love to create, build, and ship. Beyond passion and grit, we highly value curiosity, authenticity and kindness.

If this sounds like you, we'd love to hear from you!

PS. We are looking to hire passionate people from a variety of backgrounds. So even if you don't check all the boxes, we welcome your application!