Support Engineer, Appwrite
+ Stock Options
Open-sourced backend server
Job no longer available
Open-sourced backend server
21-100 employees
Job no longer available
+ Stock Options
21-100 employees
Company mission
To abstract software complexity by building state of the art dev-tools, which will allow developers to drive both innovation and imagination.
Role
Who you are
- 2+ years of experience with customer facing technical support and technical troubleshooting
- Experience with creating and presenting detailed reports to showcase support performance and suggest improvements
- Great communication skills, including patience, to work with developers that are in different cultures around the world
- Good understanding of programming and software troubleshooting. (Knowledge of Appwrite is a big bonus!)
- Experience working with multiple JavaScript frameworks (Angular, Vue, Svelte, React) and client development platforms (Flutter, iOS, Android, etc)
What the job involves
- Respond to developer issues related to Appwrite services, APIs, and SDKs ensuring technical issues are resolved promptly to ensure developer satisfaction
- Actively monitor & engage all questions within the Appwrite community including Appwrite-related posts and provide knowledgeable insights about Appwrite (GitHub discussions, Discord community, Reddit, Twitter, and any related channels of developer questions etc)
- Take ownership of support cases, seeing them through to resolution
- Manage support ticket questions, including assigning tickets to appropriate team members
- Collaborate with the DevRel team and Engineering teams
- Contribute to continuous improvement efforts to enhance Appwrite's performance, features, and usability
- Report Appwrite-related bugs to the appropriate teams and collaborate with them to ensure timely fixes and updates
- Proactively monitor Appwrite systems, services, and APIs to detect and address potential issues before they impact users
- Escalate complex issues to higher-level support or engineering teams when necessary, using FAQs, documentation, or their own knowledge of the product
- Communicate with developers using a professional and empathetic tone to foster positive interactions and effective problem-solving
- Create and maintain support articles and common questions and solutions in a Knowledge Base
- Update a weekly report highlighting KPIs, challenges, repeated questions, and areas for product improvement. Use metrics to measure and track support effectiveness, response times, and resolution efficiency
- Be willing to go above-and-beyond when supporting our developers
Our take
Open-source opens a world of opportunities for developers, but finding the right set of APIs to work with can take an off-putting amount of time and effort, especially for those new to the scene. Appwrite supplies a backend-as-a-service platform to connect developers to all the core APIs they could need to build any application, offering security and simplicity hand-in-hand.
Since launch, Appwrite has added several additional features and remains one of the fastest growing open-source platforms. With more than 150,000 developers using Appwrite, it seems set for continued success.
Recently it launched the “Appwrite OSS Fund” to support open-source developers and their projects, while the company’s own impressive funding will go towards product development, expanding its global team across all departments, and continuing to support the open-source community.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2022
$27m
SERIES A
Sep 2021
$10m
SEED
Total funding: $37m
Company benefits
- 100% Remote
- Stock Options
- Flexible Hours & Days
- Healthcare
- Github Sponsorship of Your Choice
- Learning fund
- Gatherings
- Top Notch Equipment
- Unlimited SWAGS
Company HQ
Ashkelon, South District
Leadership
Eldad Fux
(CEO)Co-Founder and former CTO of careerpage. Previously CTO of Walla! News, with past experience in R&D and as a Full Stack Engineer.
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