Technical Support Engineer

Summary

Join Chartbeat's Technical Support team and deliver exceptional customer support to clients worldwide. Work directly with customers to address product questions and resolve technical issues, primarily through email tickets and video calls. Participate in on-call support rotation for urgent issues and contribute to knowledge capture by creating and updating documentation. Assist with new product rollouts and demonstrate product expertise to exceed client expectations. The role requires 1-2 years of customer service or technical support experience, along with familiarity with web development principles and tools. Spanish fluency is strongly preferred. Chartbeat offers a competitive compensation package including comprehensive health insurance, 401k matching, parental leave, and flexible work hours.

Requirements

• 1-2 years in customer service or technical support
• Experience with and knowledge of HTML, CSS, and the basic principles of web development
• Ability to effectively handle numerous and often simultaneous priorities
• Excellent written, verbal and presentation skills
• Demonstrated ability to work independently

Responsibilities

• Accurate and timely responses to support tickets that come to Chartbeat directly from customers
• Write new and update existing technical documentation, both for internal use and for Chartbeat’s public Help Center and Developer Docs websites
• Share users’ product feedback to our Product and Engineering teams
• Assist with the process of rolling out new products and features to our customers
• Demonstrate product curiosity and a passion to exceed client expectations

Preferred Qualifications

• Experience working with and/or for media organizations is desirable
• Skills with Chrome Developer Tools and the command line as well as experience with Javascript, jQuery, Github are a major plus
• Experience using web app analytics tools such as Chartbeat, Google Analytics, Mixpanel, etc, preferred but not required
• Spanish fluency strongly preferred

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• 401K with company match (100% of the first 3% and 50% of the next 2%)
• Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
• Phone and internet stipend
• Wellness, learning, and coworking reimbursements
• Flexible work hours
• Unlimited PTO
• 11 paid holidays and December holiday closure
• Company-wide outings