Remote Support Engineer

Summary

Join Givebutter's Engineering team to improve the integrity and reliability of our products as a Support Engineer, providing vital technical support, diagnosing and solving complex technical issues, and implementing fixes. You will work closely across the company to identify and solve common customer friction points, manage the customer support backlog, SLAs, and internal request backlog.

Requirements

• 3+ years of experience with React, building modern, responsive front-end applications
• 3+ years of experience with Laravel and PHP
• Proficiency in working with REST APIs, code packages, and deployment tools
• Experience writing unit and/or integration tests to ensure the reliability of the codebase
• Familiarity with React Query, React Hook Form, Tailwind CSS, Zustand, or Svelte is a plus
• Experience working with API integrations and troubleshooting, with knowledge of tools like Zapier
• Experience with Linear as a ticketing tool is nice but not necessary
• Excellent communication and problem-solving skills, with the ability to work cross-functionally and communicate effectively with non-technical team members or customers

Responsibilities

• Analyze, troubleshoot, and fix complex technical issues escalated by the customer support and customer success teams, providing timely and effective resolutions
• Ensure compliance with internal SLAs by managing escalated support tickets and delivering solutions within expected timeframes
• Provide technical guidance and assistance to the customer support and customer success teams, helping them confidently address customer inquiries
• Identify recurring issues and collaborate with engineering teams to develop long-term solutions that prevent future occurrences and improve product stability
• Work closely with the site reliability team to prioritize and reduce technical debt, contributing to the platform's scalability and long-term maintainability
• Actively contribute to the product development process by sharing insights, feedback, and ideas, helping shape new features and platform functionality

Benefits

• Remote Work: Work from anywhere in the United States
• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts
• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership
• 401k: We offer access to a retirement planning account for all employees
• Vacation and Holiday: Take up to 15 days of paid vacation time per year plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays
• Parental Leave: We offer 12 weeks paid parental leave for both primary and secondary caregivers
• Home Office Stipend: Upgrade your home office with company-sponsored expenses including high-quality laptops, monitors, and modern technology
• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter
• Professional Development: We offer learning and development reimbursement opportunities