As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams to find the best solutions for our customers.. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.
Your role will consist of:
- Handling technical requests via web and email support channels.
- Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
- Submitting bug reports to the Engineering team for problems needing attention.
- Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
- Contributing to internal and external knowledge bases.
- Participating in internal projects to improve processes and tools.
Requirements:
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
- Experience with web development, REST APIs, and database management.
- Experience in technical customer support, supporting SaaS enterprise software ideally.
- Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
- Excellent spoken and written English skills.
- Ability to work in an on-call rotation.
Nice to have:
- Basic familiarity with iOS & Android platforms.
- Experience supporting open-source projects & their GitHub communities.
- Experience with Shopify, Magento.
- Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
Ready to apply for this role?
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