What are the responsibilities and job description for the Developer Support Engineer - US Remote position at Algolia?
Remote East Coast - Hours: 7 AM ET - 4 PM ET
At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds!
Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.
The Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they are experiencing issues with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks.
This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users.
As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful.
YOUR ROLE WILL CONSIST OF:
- Handle technical requests via web and email support channels.
- Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
- Submit bug reports to the Engineering team for problems needing attention.
- Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
- Contribute to internal and external knowledge bases
YOU MIGHT BE A FIT IF YOU HAVE:
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
- Experience with web development, REST API, and database management.
- 1 - 4 years of experience in technical customer support, supporting SaaS enterprise software ideally.
- Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
- Ability to handle on-call, including some weekend shifts
NICE TO HAVE:
- Basic familiarity with iOS & Android platforms.
- Experience supporting open-source projects & their GitHub communities.
- Experience with Shopify, Magento.
- Excellent spoken and written English skills required.
- Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
- TRUST - Willingness to trust our co-workers and to take ownership
- CANDOR - Ability to receive and give constructive feedback.
- CARE - Genuine care about other team members, our clients and the decisions we make in the company.
- HUMILITY- Aptitude for learning from others, putting ego aside.
#LI-REMOTE