Technical Support Specialist, Jobber
API
CA$71.6-96.9k
+ Stock Options
Job tracking & customer management
Open for applications
Job tracking & customer management
501-1000 employees
Open for applications
CA$71.6-96.9k
+ Stock Options
501-1000 employees
Company mission
To help small business owners move more efficiently, survive changes in the economy, support their families and communities, and WIN at creating something on their own.
Role
Who you are
- Proven strong cross-functional, cross-organizational stakeholder management and verbal/written communications. You need to be highly collaborative, comfortable asking questions, and eager to learn – you’ll be working with teams across Success, Product Development and Partnerships to ensure a world class customer experience for the developers you support
- Strong time management skills. You’ll need to effectively manage your time to ensure that the individuals you work with are on a path to success
- Clear communication skills. You will be working with software developers, Jobber customers, and multiple stakeholders across the company, building relationships and earning trust quickly to communicate insights, give meaningful feedback, and provide empathetic customer support
- A keen eye for detail and analytical thinking to evaluate app functionality, design, user interface, and overall customer experience
- The ability to assess and test mobile applications across various platforms, identifying bugs and suggesting improvements to app partners
- Familiarity with app store guidelines and a strong understanding of mobile and web technologies
- Experience working on technical issues, troubleshooting bugs, and reading code in a few different languages
- An understanding of web protocols like HTTP, HTTPS, OAuth, authentication and tools designed to test them (ex. POSTMAN)
- Experience with Git, Github, and using Markdown to update web hosted documentation
- A problem solving mindset. In this role you’ll listen to understand the needs of developers, customers and peers and work together to find creative solutions to problems
- The ability to embrace ambiguity. This team is changing and we’re eager to show our impact. You need to be invigorated by this type of environment and be able to balance day-to-day work with changes to existing processes. It helps if you’re excited by a new challenge!
- The ability to work independently and effectively manage your time with little guidance. You will need to be a self-starter with the ability to make decisions and juggle many tasks without losing sight of the highest priority items
- An incredible passion for our customers and a connection to our purpose – to help people in small businesses be successful
Desirable
- A background in computer science, information technology, or a related field is beneficial but not mandatory
- Experience optimizing workflows and processes using AI
- Experience with app testing methodologies and tools
- A passion for technology and staying updated with industry trends and best practices
- Experience technical writing for customer-facing and internal documentation
- Experience with Ruby on Rails, TypeScript, React, and/or GraphQL in a production environment
- Experience using APIs to build applications and query data
- Experience using SQL and/or APIs to query from a database
What the job involves
- Then Jobber might be the place for you! We’re looking for a Technical Support Specialist, API to be part of our Product Support team
- Our Product Support team collaborates with other departments and stakeholders to bring our company values to life for our customers
- By embodying our values of being humble, supportive, and truly giving a sh*t, the Product Support team ensures that all our customers can be successful in Jobber
- Reporting to the Senior Manager, Customer Support, the Technical Support Specialist, API is the first face of Jobber when new developers begin using our API, guiding them through building a custom app for their company or publishing their App in Jobber’s App Marketplace
- You will work to empower developers to take advantage of Jobber’s Developer Center to navigate the code base, providing empathetic customer support when they need additional help
- For App Owners and Developers integrating their applications into our Marketplace, you will ensure the app meets our quality guidelines, upholding the integrity and quality of our platform
- Working closely with another Technical Support Specialist, API and Technical Support Specialist, App Review, your team collaborates with the Success team and Partnerships team to ensure a world class customer experience for the developers you support
- Provide empathetic customer support to developers through email and over Zoom
- Become an expert in using and troubleshooting Jobber’s GraphQL API
- Guide implementation and onboard software developers onto Jobber’s Developer platform over Zoom
- Manage and triage customer support tickets for multiple stakeholders (3rd-party software engineers, Jobber customers, and internal teams)
- Create, maintain and edit developer-facing documentation and integration guides
- Document communications, testing methodologies, solutions and workflows associated with specific issues for internal use
- Collaborate to notify API users when deprecating Active GraphQL API Versions
- Update, improve and document tooling and processes in partnership with Product Development to scale operations efficiently
- Guide developers through Jobber’s App Review process, setting high standards for throughput, quality, and developer experience
- Define and enforce app quality and consistency policies alongside Jobber’s key organizational partners such as Security and Product Development
- Work closely with developers to understand their app workflows and rigorously test their apps against our standards
- Coordinate app releases into the Jobber App Marketplace with internal teams at Jobber such as Product Development, Partnerships, and Product Marketing
- Use your own insights and customer feedback to identify opportunities to optimize processes, ensuring efficiency for team members and transparency for all stakeholders
Our take
For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.
Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 200,000 professionals.
What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2023
$100m
SERIES D
Jan 2021
$60m
GROWTH EQUITY VC
Total funding: $185.8m
Company benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
Company HQ
Downtown, Edmonton, AB
Leadership
Sam Pillar
(CEO)Former Freelance Software Developer. Previously a Business Analyst and Management Consultant at CGI.
Forrest Zeisler
(CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
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