Customer Support Specialist

Type

Part-time, contract

Location

Remote, United States

Team

Support, reporting to the studio

Compensation

Competitive, based on experience

Who we are

StrataSim Designs is a small independent flight-simulation studio. We make StrataWx, a real-world weather engine for Microsoft Flight Simulator 2024 and 2020, and StrataSim Manager, the hub that installs and updates it. Our customers are pilots, real and virtual, and they hold us to a standard. That is the way we like it.

Until now the studio has answered its own support. That has stopped scaling, and more importantly it means the people building the product are the people triaging install problems at midnight. We are hiring the first person whose whole job is looking after our customers properly.

What you will do

• Answer people. Support email and Discord, from customers using StrataWx and StrataSim Manager.
• Diagnose. Read a log, reproduce a report, and tell the difference between a setting, a simulator quirk and a genuine bug.
• Write well. Clear, calm replies to people who are frustrated, without a script and without corporate padding.
• File real bug reports. With the version, the steps and the log, so the development team can act on them instead of asking three more questions.
• Keep the docs true. Turn the questions that keep coming back into documentation, so they stop coming back.
• Tell us what you see. You will spot the patterns in what customers struggle with long before the rest of us do.

What we are looking for

• Excellent written English, and the patience to be clear rather than fast.
• Real familiarity with desktop flight simulators, ideally MSFS. This matters more to us than support experience: you cannot help somebody with weather injection if you have never installed an add-on.
• Comfort with Windows. Install paths, folder permissions, log files, and the usual reasons a piece of software refuses to start.
• Self-direction. Part-time and remote in a small team means nobody hands you a queue every morning.
• Some evening and weekend overlap, because that is when our customers are actually flying.
• Based in the United States. Any state, any US time zone. This is the one hard requirement, and it is why the form asks for your city and state.

Nice to have

• Customer support or Discord community moderation experience.
• Real-world aviation background, or a working understanding of METARs and aviation weather.
• Experience writing help documentation people can follow.

Terms

Part-time, remote, on a contract basis, open to applicants anywhere in the United States. Compensation is competitive and based on experience; we discuss numbers early in the process rather than at the end, because neither of us benefits from finding out late. Hours are arranged around when our customers are online, not around a fixed nine to five.

1. You apply using the form below. No resume: we would rather read your answers than a list of job titles.
2. We read it. Every application gets a reply either way, from a person, not a filter.
3. A conversation. Voice or text, whichever suits you, about the work and about you.
4. A short practical exercise. A handful of real support questions with the names taken off.
5. Offer and handover. Terms agreed up front, then everything we know handed over properly.