Support Engineer

• Own the resolution of assigned customer issues from end to end
• Research, address, and resolve a diverse range of technical customer issues
• Dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them
• Work with Go,TypeScript, and SQL to diagnose and resolve customer issues
• Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product
• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers
• Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works
• Contribute to internal documentation to keep runbooks/procedures up to date and to share knowledge with the team
• Provide expert technical support for the entire life cycle of the customer, from pre-sales/onboarding and on
• Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy
• Clearly communicate customer issues that require visibility internally and externally in a way that both technical and non-technical teams can understand

Benefits

• Stock options package with a 10 year exercise window
• 401k
• Remote within US timezones (we are not async remote)
• Unlimited PTO with a minimum of 2 weeks required
• Half-day Fridays
• Health, dental, and vision Insurance - 100% covered for you, and up to 80% covered for dependents
• Mental health benefits - therapy sessions, regular check-ins, and more
• 2 Treat Yourself Days - $100 and a day off just to treat yourself, 2x per year
• Free Spotify
• Health + Wellness Benefit - $50/month to the gym, or whatever your thing is!
• Conferences - we’ll pay for you to go and learn stuff
• Generous parental leave - regardless of your gender, take 12 weeks with your kid
• Life insurance
• Tech budget - Brand new MacBook and whatever else you need
• Monthly co-working credits
• 2-4 offsites Per Year

• Detail oriented with superior organizational skills — balancing multiple projects, deadlines, and requests should be second nature to you
• You’re not the sort of person who needs to be told what to do - you can figure things out on your own and prioritize ruthlessly when you have a lot of tasks to complete
• You have a demonstrated ability to research a problem thoroughly and figure things out on your own in order to troubleshoot and resolve technical issues efficiently, but you’re not afraid to ask for help to get the customer what they need
• You have high empathy and care about the customer experience. You can talk to customers and help them resolve their technical issues and assuage any concerns they have with the product
• Minimum 2 years of experience in a technical role as a support engineer, solutions engineer, software engineer, or similar
• Proficiency in front and back end technologies
• Strong communication skills and intuition for communication strategy at every level — within teams, within the company, and to customers
• Experience with modern programming languages, such as Go or JavaScript - meaning you can write code
• You’re deeply curious, empathetic, and user-centric, with a knack for sharing customer insights across the rest of the team
• Minimum 2 years of experience in a customer facing role
• You get things done – fast. You learn fast and are able to get up to speed quickly on new tools and technologies.. You take ownership and solve problems when you see them