• Location
    • San Francisco
  • Date Posted
  • Jun. 22, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We make software that anyone can mold and shape to take on every challenge — from taking personal notes to running large companies. Usually based in the Mission neighborhood of San Francisco, we’ve been building together since 2016 and are trusted by customers including Nike, Airbnb, Slack, Samsung, and more. We’re excited to be growing a team as diverse and creative as the millions of people we reach worldwide, and a company where everyone can thrive.

About The Role:

You will be working closely with our engineers and communicating directly with our customers to resolve the most complex tickets. You will also help build out systems and processes to manage issues from report to completion. You will be problem-solving with our technical teams and working to resolve as much as you can while building processes that will scale as our company grows.

What You’ll Do:

  • Reproduce customer issues, perform initial triage, and file software defects with Engineering
  • Work cross functionally across engineering and product to build processes
  • Work closely with customers to solve the most challenging support interactions
  • Respond to high priority customer issues from our Escalation queues
  • Manage to key performance metrics defined within Global Support
  • Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
  • Participate in an on-call rotation to provide support during high-priority incidents

What We’re Looking For:

  • You have at least 2 years of experience supporting users of a software application
  • You are deeply passionate about customer experience and making life simpler with technology
  • You have strong communication skills and can work with both technical and non-technical audiences
  • You have strong analytical, debugging, and problem-solving skills
  • You have in-depth knowledge of and experience troubleshooting desktop operating systems (Microsoft Windows, MacOS, Linux)
  • You are able to analyze server and client application logs and identify the root cause of errors
  • You are comfortable doing independent research and can read basic code
  • You are able to balance user expectations while adhering to security policies and compliance boundaries
  • You are able to collaborate effectively with peers and across teams that are located in multiple offices
  • You are comfortable finding creative or out-of-the-box solutions when faced with ambiguity

Bonus Points:

  • You have strong knowledge of Linux, basic scripting, APIs, NoSQL, Nginx, MySQL and similar open source technologies
  • Knowledge of and experience using one or more of the following languages - Python, Go, C++ or Java
  • Experience with request-tracking systems such as Jira, Pivotal, Bugzilla, etc.