Customer Support Engineer, Intercom

• Solid basic knowledge of programming
• 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

• 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.
• We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that visual support is human support!
• 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 (including but not limited to: Ruby, Ruby on Rails, Ember.js, MongoDB, MySQL, Redis, Pusher, nginx, Sinatra, Sidekiq, and lots more) 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
• 9 weeks - Onboarding to Intercom and Customer Support. You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You’ll build up your knowledge and experience in the inbox by completing new certificates each week alongside a mentor, until you are fully skilled on the product
• 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!