Support Engineer

Summary

Join Algolia's Tier Three Support team as a Support Engineer and become a key player in providing high-level technical support to our valued customers and internal teams. You will investigate complex technical challenges, collaborate with R&D and SRE teams, and share your expertise to empower our customers and field teams. This role focuses on supporting strategic cases for our largest customers, requiring hands-on problem-solving and a commitment to customer success. You will handle technical requests, investigate network and infrastructure issues, conduct empathetic customer conversations, submit bug reports, and partner with product and engineering teams. Algolia offers a flexible workplace strategy, allowing for remote or hybrid work options.

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
• At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
• Experience with SQL
• 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

Responsibilities

• Handling technical requests via web and on call support channels
• Investigating network/connectivity issues for customers
• Investigating infrastructure issues using technical knowledge and dashboards in Datadog
• 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 Subject Matter Expert on key topics to the rest of the support team
• Contributing to internal and external knowledge bases
• Participating in internal projects to improve processes and tools

Preferred Qualifications

• Basic familiarity with iOS & Android platforms
• Experience supporting open-source projects & their GitHub communities
• Experience with troubleshooting network or infrastructure issues
• Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure)

Benefits

• 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