Customer Support Engineer, Intercom

• Do you have a strong need to understand how and why things work the way they do?
• Are you acutely aware of customer experience and upset when a company you’re dealing with lets you down?
• If you have some engineering or web development experience and want to be a part of creating truly exceptional customer experiences then the Customer Support team at Intercom is right for you
• Solid basic knowledge of programming. You don’t have to be proficient in one of the languages we use (Ruby and JavaScript) but you should have an active interest in learning them
• Computer Science degree or 1-2 years working in a web development background
• Previous experience with problem solving in a troubleshooting environment
• A real interest in helping a high volume of customers who range from experienced developers to non-technical
• The ability to rapidly switch gears while retaining focus on the bigger picture
• Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
• Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Desirable

• It is the only complete customer service solution that provides a seamless customer experience across automation and human support
• Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users
• The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. We live by our seven company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive & Optimistic and Customer Obsessed
• They are stitched into the way we work, interact with others, and hold ourselves accountable
• We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service
• This is a very hands-on, technical role, that is much broader than a typical ticket-based support position
• Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways
• In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams
• Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers
• Solve technical problems for customers on a daily basis
• Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
• Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams
• What your first 6 months will look like:
• 30 days - Onboarding to Intercom & Customer Support: You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success, and will be talking to our customers alongside a dedicated mentor
• 90 days - Helping customers & crushing KPIs: At this point you’ll be fully ready to jump in - helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators
• 6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!