Remote Support Engineer

Summary

Join our high-growth venture-backed startup as part of the early crew and contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works.

Requirements

• Must be based on the East Coast for EST working hours
• Minimum 2 years of experience in a technical role as a support engineer, solutions engineer, software engineer, or similar
• Minimum 2 years of experience in a customer facing role
• Experience with modern programming languages, such as Go or JavaScript
• Proficiency in front and back end technologies
• You have a demonstrated ability to research a problem thoroughly and figure things out on your own in order to troubleshoot and resolve technical issues efficiently, but you’re not afraid to ask for help to get the customer what they need
• You have high empathy and care about the customer experience. You can talk to customers and help them resolve their technical issues and assuage any concerns they have with the product
• You're deeply curious, empathetic, and user-centric, with a knack for sharing customer insights across the rest of the team
• You get things done – fast. You learn fast and are able to get up to speed quickly on new tools and technologies.. You take ownership and solve problems when you see them
• You’re not the sort of person who needs to be told what to do - you can figure things out on your own and prioritize ruthlessly when you have a lot of tasks to complete

Responsibilities

• Research, address, and resolve a diverse range of technical customer issues
• Dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them
• Work with Go,TypeScript, and SQL to diagnose and resolve customer issues
• Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product
• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers
• Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works
• Contribute to internal documentation to keep runbooks/procedures up to date and to share knowledge with the team
• Provide expert technical support for the entire life cycle of the customer, from pre-sales/onboarding and on
• Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy

Benefits

• Competitive compensation with generous, employee-friendly equity
• Freshpaint Fridays: Half-day Fridays . Every week
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays
• 100% remote
• Flex in-office if you want with $150 WeWork credits each month
• 401k
• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws)
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team
• Generous parental leave
• Paid Spotify
• Health & Wellness benefit – gym membership or similar covered
• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past