Customer Service Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver prompt, empathetic, and clear technical assistance to Moov customers through email, Slack, web forms, and in-app support.

• Maintain objectives for time-to-first-reply, time-to-resolution, and customer satisfaction (CSAT).

• Diagnose and resolve customer issues related to Moov SDKs, APIs, and additional tools.

• Debug and address technical problems in frontend environments, particularly with JavaScript frameworks, libraries, and Moov integrations.

• Create proof-of-concept implementations to support sales and implementation efforts.

• Advise customers on best practices for implementing Moov SDKs and integrations.

• Collaborate with technical writers to develop public FAQs and internal knowledge bases.

• Enhance documentation in partnership with Product teams based on frequently asked customer questions and issues.

• Work with Engineering teams on troubleshooting, resolution, prevention, root-cause analysis, and customer-centric enhancements.

• Recognize recurring issues to assist the Product team in prioritizing customer needs.

• Keep current on Moov features and functionalities.

• Contribute to internal tools and resources that optimize technical support processes.

⛳️ Requirements

• 2-3 years of experience as a frontend engineer or in a comparable technical position.

• Proficient in JavaScript, HTML, CSS, and contemporary frontend frameworks.

• Familiar with RESTful APIs and methods of interaction with them.

• Skilled in using Postman to replicate API issues without the need for coding.

• Basic knowledge of Git and version control workflows.

• Experience with SQL is advantageous and will be taught otherwise.

• Strong analytical and debugging capabilities.

• Exceptional written and verbal communication skills to articulate complex technical subjects to diverse audiences.

🏝️ Benefits

• 100% remote work opportunity.

• 401(k) matching up to 5% of salary.

• Generous parental leave policy.

• Competitive health, dental, and vision insurance options.

• Unlimited paid time off (PTO), paid holidays, and sick leave.

• Learning stipend available.

• Opportunities for professional growth and development.

• Home office stipend provided.

• Employee stock options available.

• A culture centered on autonomy, transparency, and trust.

• Chance to be part of an experienced and ambitious team.

• Partnership with a global community of over 2000 developers.