BibliU is hiring a
Support Engineer

Summary

Join us as a Support Engineer at BibliU, a digital learning platform that provides easy access to textbooks and reading materials. As a Support Engineer, you will play a crucial role in ensuring our users have a seamless experience with our products. You will provide technical assistance, troubleshoot issues, and collaborate with various teams to enhance our platform.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Education Technology, or a related field
• 2+ years of experience in a technical support role, preferably in the EdTech sector
• Strong understanding of software development processes and technologies
• Excellent communication skills, with the ability to convey technical information to non-technical users
• Experience with ticketing systems and remote support tools
• Familiarity with common web technologies (HTML, CSS, JavaScript) and databases (SQL)
• Comfortable working with node.js and the AWS platform
• Passion for education and a desire to help others succeed
• Ability to travel 25% of the time

Responsibilities

• Provide first-line technical support to users via email, chat, and phone, ensuring timely and effective resolution of issues
• Working with customers with different level of understanding to help them get setup on the BibliU platform
• Troubleshoot and diagnose software, hardware, and network-related problems
• Collaborate with the product and engineering teams to identify bugs and recommend improvements
• Contribute fixes and develop tooling to help you be successful in your role
• Create and maintain comprehensive documentation for support processes, FAQs, and troubleshooting guides
• Conduct training sessions and workshops for users to maximize their understanding of our platform
• Assist in onboarding new users, providing guidance on best practices and features of the platform
• Stay up-to-date with product updates and enhancements to provide accurate information to users
• Travelling to be onsite with customers to work with them during the onboarding process

Benefits

• 35 holiday days per year - yep, that’s not a typo! (in addition to public holidays)
• Your birthday off
• 12 scheduled company wellness Fridays off per year (in addition to your vacation entitlement)
• Enhanced medical, vision & dental insurance (BibliU covering 70% of the premium) plus other employee benefits (BibliU covering 60% of all monthly premiums)
• Slavik 401k plan (Company Match: 100% of the first 3%; 50% of the next 2%)
• Enhanced maternity & paternity allowance
• Flexible working hours - we’re a remote team spread across the US, the EU, and even Australia!
• Work-from-home allowance to help you set up your dream WFH station