Senior Support Engineer

Summary

Join Fullstory as a Senior Support Engineer and work remotely from anywhere in the UK. You will be a product expert, troubleshooting complex technical issues and ensuring a positive customer experience. Collaborate with customer-facing and engineering teams, leveraging your programming skills to improve efficiency and develop innovative solutions. You will work independently, proactively driving results, and contributing to internal documentation. This role offers opportunities for professional growth and involvement in projects enhancing team efficiency and customer experience. The position reports to the Global Manager of Support Engineering and offers a competitive salary.

Requirements

• Experience using browser developer tools to debug or troubleshoot web applications
• Experience with HTML and CSS and comfortability coding in one or more functional or object-oriented programming languages such as JavaScript, Python, Go, Java, SQL, etc
• Experience using support ticket tooling (Zendesk preferred) and Kanban tooling (Jira preferred) to own customer issues through the entire support lifecycle
• Experience working in Software Support, preferably in a Customer Data Platform (CDP) or Data Warehouse environment, and/or for Chrome extensions or workforce management tools
• Willingness to participate in a weekend on-call rotation for Premium Support critical issues

Responsibilities

• Support customers ranging from large enterprise to trial via email in Zendesk and host video calls for in-depth troubleshooting when necessary
• Answer our customers’ questions about the more-technical ins and outs of Fullstory to help them unlock solutions using Fullstory’s data, analytics, APIs, and mobile SDK
• Write code and leverage APIs to build new or improve existing support tools, processes, and operations to make the team more efficient
• Thoughtfully assess and incorporate AI solutions into daily activities and project initiatives
• Collaborate closely with engineering teams to prioritize bug fixes with the largest impact
• Contribute to our team’s internal documentation, owning some of the more advanced technical & troubleshooting guides

Benefits

• Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter
• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy
• Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up
• Team events. Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites
• Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances
• Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family
• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most
• Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need