Technical Support Engineer, Productivity

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

📋 Description

• Oversee and manage customer inquiries

• Diagnose and resolve customer problems

• Automate support requirements and create runbooks

• Enhance and sustain support tools

• Comprehend product offerings and the ways developers utilize JS Platform products

• Develop and promote best practices while aligning support solutions with developer requirements

• Create self-service knowledge bases, technical documentation, and tutorials

• Design support automation tools

• Suggest product and operational enhancements based on customer feedback

• Collaborate with Product Management and Engineering to monitor ongoing issues and relay customer needs

• Foster teamwork to minimize product friction and improve usability

• Offer insights and feedback on supported tools to Productivity Engineering partners

⛳️ Requirements

• At least 5 years of professional experience in support or engineering, especially with JavaScript technologies and platforms

• High proficiency in JavaScript and Node.js across front-end UI, tooling, and HTTP servers

• Familiarity with HTML5, CSS3, and Web APIs

• Knowledge of frontend build tools and package managers, including Webpack, Babel, npm, and Yarn

• Understanding of responsive design principles and cross-browser compatibility issues

• Experience with UI design tools such as Figma, Sketch, and Adobe XD

• Proficient in front-end frameworks such as React, Angular, or Vue.js

• Familiarity with RESTful APIs, GraphQL, and microservices architecture

• Experience with server-side templating languages and frameworks

• Knowledge of authentication and authorization mechanisms, including OAuth and JWT

• Experience in developing automation tools and scripts

• Strong working knowledge of GitHub, including branching, merging, pull requests, review processes, and conflict resolution

• Proven ability to deliver exceptional customer support within a complex organization

• Excellent written and verbal communication abilities

• Strong collaborative skills and experience working with cross-functional teams

• Passionate about creating technical documentation and tutorials, with an understanding of effective knowledge bases

• Strong analytical skills and capability to troubleshoot complex issues

• Quick adaptability to new tools and technologies and a commitment to ongoing learning in observability and monitoring

• Familiar with Node gRPC, service-to-service IPC calls, gRPC statuses, interceptors, and Protobuf protocol

• Experience in building and maintaining robust support infrastructure

• Proven ability to collaborate and communicate effectively across various time zones

🏝️ Benefits

• Competitive annual salary with the flexibility to choose between salary and stock options

• Comprehensive Health Plans

• Support for Mental Health

• 401(k) Retirement Plan with employer matching

• Stock Option Program

• Disability Programs

• Health Savings and Flexible Spending Accounts

• Family-forming benefits

• Life and Serious Injury Benefits

• Paid leave of absence programs

• Full-time hourly employees earn 35 days annually for paid time off, including vacation, holidays, and sick leave

• Full-time salaried employees immediately qualify for flexible time off