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Product Support Engineer
Courier, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 6, 2022
Last Date
Feb 6, 2022
Location(s)
Job Description
At Courier we are on a mission to make computer-to-human software communication delightful. Our first step in achieving this is to do for notification infrastructure what Stripe has done for payments infrastructure. We’ve created the complete communication stack for developer teams.
Our API takes the tedium out of integrating various notification channels, while our Studio lets anyone design a message template and deliver the right message to the right user at the right time with a single API call. Email, Push, Slack, SMS, you name it.
We’ve raised $12.5 million from Bessemer Venture Partners, Matrix Partners, Twilio, SendGrid, Slack, and Y Combinator. We're fanatical about delivering an amazing experience to software developers of companies big and small; if you are too, we should talk!
We're looking for a technical, customer-focused problem-solver with excellent communication skills to join our team as the first Product Support Engineer at Courier.As the founding member of the Product Support Engineering team, you will be the front line and the face of Courier, providing the best product experience to all our customers. You will interact with customers daily and work closely with the Customer Success, Product, and Engineering teams to help drive successful implementations and product improvements.
We are currently hiring for our office in San Francisco, but strong remote candidates in the Pacific timezone will be considered.Your Responsibilities- Help customers via email, chat, and remote sessions as required to ensure they are successful with our product.
- Work closely with the Engineering team to become a Courier product expert with a deep understanding of its technical capabilities and implementation best practices.
- Develop the technical understanding and ability to troubleshoot and resolve technical problems independently.
- Identify, document, and report bugs and customer feature requests to share with our Product and Engineering teams.
- Create and improve documentation based on customer interactions, workflow changes, and product updates. Ship code to update our documentation website.
- Serve as a technical consultant and collaborative partner to the rest of the customer-facing teams working with prospects and customers.
- Identify opportunities to define and improve processes to better support Courier customers, then plan and execute them.
Who You Are- Empathetic, customer-focused, and passionate about making customers successful.
- Willing to go the extra mile to address customer issues, requests, and pain points, making sure the customer feels heard and understood. You don’t just answer questions, you anticipate problems and potential hurdles, then work closely with customers to pre-empt them.
- You take ownership of customer issues, advocating respectfully but unapologetically on their behalf with your teammates and cross-functional partners to drive them to resolution.
- You have excellent written and verbal communication skills and can convey technical concepts and complex issues clearly and concisely. You understand that thoughtful, personal, and direct communication can prevent wasted time, effort, and misunderstandings.
- You are excited about the opportunity to be a Courier power user and develop a deep understanding of the features, functionality, and technology used to implement and build it.
- You are a motivated self-starter with the ability` to work independently. You have opinions, the willingness to talk openly and respectfully about them, and the initiative to take action.
- Bonus: Gained experience/proficiency in SaaS solutions and APIs, go, python, ruby, node JSON, HTML, Handlebars, CSS, or React.
Our Values- Zoom Out: Don't just stay in your lane. Take the blinders off and look at the entire business.- Keep It Real: Be honest with ourselves about what is going really well, and what isn't. Celebrate wins and have hard conversations.- Talk To Customers: Working with developers isn't a job role here - it is something we all need to do. Hop on a Zoom, reach out in Slack, build a relationship.- Have An Opinion: Each team member is an expert on what success will look like for Courier. Nobody else has the answers.- JFDI: There will always be more work to do than people to do it. If you see something that needs to get done, just f*cking do it. Don't wait for someone else.
Committed to Being Inclusive
At Courier, we believe that our diverse perspectives are our biggest strengths and that embracing them will create real change in how software communicates with humans. As an equal opportunity employer, we are committed to building an inclusive Job Specification
Courier
Information Technology and Services - San Jose, United States