Senior Support Engineer, fullstory
£68-80k
Offers Equity; Offers Bonus
Behavioural data platform
Be an early applicant
Behavioural data platform
201-500 employees
Be an early applicant
£68-80k
Offers Equity; Offers Bonus
201-500 employees
Company mission
To make every business more customer centric through true behavioural insights.
Role
Who you are
- You’re comfortable working independently and proactively driving results
- Experience using browser developer tools to debug or troubleshoot web applications
- Experience with HTML and CSS and comfortability coding in one or more functional or object-oriented programming languages such as JavaScript, Python, Go, Java, SQL, etc
- Experience using support ticket tooling (Zendesk preferred) and Kanban tooling (Jira preferred) to own customer issues through the entire support lifecycle
- Experience working in Software Support, preferably in a Customer Data Platform (CDP) or Data Warehouse environment, and/or for Chrome extensions or workforce management tools
- Willingness to participate in a weekend on-call rotation for Premium Support critical issues
What the job involves
- Our Support Engineers are product experts, leave no stone unturned when troubleshooting, and thrive on solving complex technical issues
- They're instrumental in resolving complex problems while leading with empathy to ensure the best customer experience
- They’re not afraid to take ownership and lead cross-functionally to influence product enhancements that help our customers
- As a Senior Support Engineer, you'll collaborate with other customer-facing teams to lend technical expertise and partner with engineering to clearly communicate issues and assess priority
- You’ll lean on your programming skills to improve efficiency and develop innovative solutions for both customers and colleagues
- Reporting directly to the Global Manager of Support Engineering, you will have the opportunity to make a huge impact in an ever-changing, supportive, and flexible working environment that prioritizes personalized growth
- We set aside time for you to step out of the queue and work on projects and initiatives that improve team efficiency and the customer experience, outside of managing customer support tickets
- Support customers ranging from large enterprise to trial via email in Zendesk and host video calls for in-depth troubleshooting when necessary
- Answer our customers’ questions about the more-technical ins and outs of Fullstory to help them unlock solutions using Fullstory’s data, analytics, APIs, and mobile SDK
- Write code and leverage APIs to build new or improve existing support tools, processes, and operations to make the team more efficient
- Thoughtfully assess and incorporate AI solutions into daily activities and project initiatives
- Collaborate closely with engineering teams to prioritize bug fixes with the largest impact
- Contribute to our team’s internal documentation, owning some of the more advanced technical & troubleshooting guides
- The impact you will have in 6 Months:
- You’ll be a trusted technical resource, capable of working through customer reported issues via tickets with minimal assistance and are comfortable with getting on calls when deeper troubleshooting is required
- You’re spending dedicated time out of the queue working on projects and other initiatives to improve team efficiency
- The impact you will have in 12 Months:
- As an expert troubleshooter, you’ll be able to quickly identify issues you can deflect from engineering and only escalate bugs to be fixed or issues that require investigation using tools not at your disposal
- You’ll provide technical expertise to the rest of the Support team and cross-functionally to other customer facing teams
Our take
Behavioural analytics involves gathering and scrutinising data from the actions of users on digital platforms. This data then supports businesses with insights into users' interactions, to sequentially make informed decisions about the future development of their digital products.
Fullstory is a behavioural data solution, enabling businesses to better understand customer sentiments and behaviours across web and mobile platforms. Its comprehensive platform is ready-made for data, product and engineering teams, with one stand-out feature being that it supplies AI-ready behavioural data directly synced to a company's preferred destination.
The company has been recognised in the Deloitte Technology Fast 500 for five consecutive years, underscoring its significant impact in its space. Moving forward, Fullstory is looking to continue innovating its analytics stack and to deliver its global customers the understanding they need to drive business gains.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Aug 2022
$25m
LATE VC
Aug 2021
$103m
SERIES D
Total funding: $195.2m
Company benefits
- Remote-first work environment and flexible paid time off, plus annual company-wide closure
- Sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
- Professional development opportunities through training programs, career coaching sessions and an annual learning subsidy
- Monthly productivity stipend and reimbursement for remote colleagues for their initial home office set up
- Team events, Employee Resource Group events, Listening & Alignment weeks, and team off-sites
- Paid parental leave
- Global fertility and family building benefit that encompasses all journeys to growing your family
- Bereavement leave
- Miscarriage/pregnancy loss leave
Company HQ
Brookwood Hills, Atlanta, GA
Leadership
Scott Voigt
(Co-founder & CEO)Also Founded Monetology and Homebase.io, and worked as COO for Innuvo (acquired by Google).
Joel Webber
(Co-founder)Prior work includes being an Engineer for Google, AppForge and Holistic Design. Also Co-founded Innuvo.
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