Netlify is hiring a
Staff Support Engineer

Summary

Join Netlify's Support Engineering team, a customer-centric group that provides technical support to developer customers remotely during North America time zones. The role involves supporting Enterprise accounts primarily via email, Zendesk, public Support Forums, Slack, and video calls. Experience with network administration, system administration, web development, and specific technologies is required. Excellent customer-centric written communication skills are essential.

Requirements

• Troubleshoot and explain complex networking issues including concepts like HTTP(S), DNS, SSL, firewalls, and proxies
• Be proficient with command line interface (CLI) tools, such as nslookup, whois, curl, ping, traceroute, and git
• Have experience developing and/or troubleshooting AWS lambda functions
• Be familiar with composable web architecture and the ecosystem, including caching layers such as Akamai, Cloudflare, and Cloudfront, and/or software like varnish
• Have some experience using frameworks such as GatsbyJS and NextJS
• Know how to analyze a HAR file
• Understand that how you deliver a message and communicate with customers is often more important than what you are actually telling them
• Provide not only fast and accurate support but do so in a way that is kind, empathetic, and human
• Guide, advise, and support customers, especially Enterprise customers
• Unblock customers as quickly as possible while ensuring a thorough understanding of their issue and addressing all concerns
• Let your personality shine while remaining professional

Responsibilities

• Support Enterprise accounts primarily
• Provide technical support to developer customers via email, Zendesk, public Support Forums, Slack, and video calls

Preferred Qualifications

Have Ruby (reading more than writing) and/or Go experience