Developer Support Engineer

Summary

Join Algolia as a Developer Support Engineer and be a key part of our team, directly assisting customers with technical issues related to our search API. You will handle technical requests, troubleshoot problems, and collaborate with other teams to resolve customer obstacles. This role involves working with diverse technical stacks, explaining complex concepts clearly, and contributing to our knowledge base. You will need experience in web development, REST APIs, and database management, along with strong problem-solving skills and the ability to prioritize tasks. Algolia offers a flexible workplace strategy, allowing for remote or hybrid work options. We value grit, trust, candor, care, and humility in our team members.

Requirements

• Experience with web development, REST API, and database management
• 1 - 4 years of 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
• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution
• Ability to work weekends shifts

Responsibilities

• Handle technical requests via web and email support channels
• Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles
• Submit bug reports to the Engineering team for problems needing attention
• Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team
• Contribute to internal and external knowledge bases

Preferred Qualifications

• Basic familiarity with iOS & Android platforms
• Experience supporting open-source projects & their GitHub communities
• Experience with Shopify, Magento
• Excellent spoken and written English skills required
• Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure)

Benefits

• Remote US: Base Salary Pay Range$84,000 — $114,286 USD
• Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease
• We place an emphasis on an individual’s impact, contribution, and output, over their physical location
• Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when
• While we have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest, we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees
• Please note that positions listed as "Remote" are only available for remote work within the specified country
• Positions listed within a specific city are only available in that location - depending on the nature of the role it may be available with either a hybrid-remote or in-office schedule