Developer Support Engineer

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

📋 Description

• Manage technical inquiries through web and email support channels

• Engage in professional and empathetic conversations with customers to gather details, troubleshoot issues, and resolve technical challenges

• File bug reports with the Engineering team for issues requiring attention

• Collaborate with Product Teams and Engineering to build subject matter expertise and act as a product authority for the support team

• Contribute to both internal and external knowledge bases

• Take part in internal initiatives aimed at enhancing processes and tools

• Assist technical users in implementing Algolia across web and mobile development environments

• Work together with Customer Success, Product, and Engineering teams to deliver solutions for customers

⛳️ Requirements

• Strong motivation to assist individuals in solving problems and clarify complex technical concepts to a diverse audience

• Background in web development, REST APIs, and database management

• 1–2 years of experience in technical customer support, preferably with SaaS enterprise software

• Proficient in development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, and Python

• Capability to manage and prioritize a range of tickets at different stages of resolution

• Exceptional spoken and written English communication skills

• Willingness to participate in an on-call rotation

• Basic knowledge of iOS and Android platforms

• Experience in supporting open-source projects and their GitHub communities

• Familiarity with Shopify and Magento

🏝️ Benefits

• Flexible workplace model

• Option to work remotely as either a fully remote or hybrid-remote employee

• Freedom to choose where and when to work

• Inclusive workplace where everyone is respected and supported