Developer Support Engineer, Algolia
$85-105k
More information about location
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501-1000 employees
Be an early applicant
$85-105k
More information about location
501-1000 employees
Company mission
Algolia's mission is to change the way people interact with data.
Role
Who you are
- Located in the Pacific Time Zone
- Experience with web development, REST API, and database management
- 1 - 4 years of experience in technical customer support, supporting SaaS enterprise software ideally
- Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution
- Ability to work weekends shifts
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
- TRUST - Willingness to trust our co-workers and to take ownership
- CANDOR - Ability to receive and give constructive feedback
- CARE - Genuine care about other team members, our clients and the decisions we make in the company
- HUMILITY- Aptitude for learning from others, putting ego aside
Desirable
- Basic familiarity with iOS & Android platforms
- Experience supporting open-source projects & their GitHub communities
- Experience with Shopify, Magento
- Excellent spoken and written English skills required
- Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure)
What the job involves
- The Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they are experiencing issues with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks
- This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies (like Medium, Twitch from Amazon, LVMH, ...) focused on providing a world-class experience to their millions of users
- As a Developer Support Engineer you will partner with the customer success, product, and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful
- YOUR ROLE WILL CONSIST OF:
- Handle technical requests via web and email support channels
- Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles
- Submit bug reports to the Engineering team for problems needing attention
- Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team
- Contribute to internal and external knowledge bases
Our take
While in-site searching has been available for some time from web search servers such as Google and Bing, its functionality is limited due to it relying on general web scraping techniques which can miss relevant information. By contrast Algolia indexes only the company's site, allowing its search to serve accurate results extremely swiftly, which helps to drive sales conversions aside from making sites far more usable. The efficacy of this solution can be seen from its customer base of over 10,000 companies including the likes of Slack, Zendesk and Lacoste.
To diversify and increase the product range, Algolia have expanded into other real-time APIs such as product recommendations available for eCommerce websites. With the company performing extremely well over the last few years, Algolia have recruited key senior executives to futher its growth. As the company continues to scale it seems likely that an IPO is not too distant a prospect.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2021
$150m
SERIES D
Oct 2019
$110m
SERIES C
Total funding: $334m
Company benefits
- Health Insurance
- Mental Health Care
- Accidental Death & Dismemberment Insurance
- Dental Insurance
- Disability Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Life Insurance
Company values
- Grit - We thrive outside of our comfort zone, pushing ourselves to go ever further. We think long-term and constantly strive to be better, even if things don't always go as expected
- Trust - We trust each other just as we trust our users. We earn that trust by listening to each other, following through with our commitments and keeping our words
- Care - We want the best for our customers, community & colleagues. We go above and beyond to make sure they are happy
- Candor - We are open and honest. We give each other praise and criticism because we want to challenge each other and help one another grow
- Humility - We want our teammates to succeed as much as we do ourselves. We believe each team member is as important as the other and we approach each new challenge knowing that we may not have all the answer
Company HQ
Barron Park, Palo Alto, CA
Articles
Leadership
Bernadette Nixon
(CEO, not founder)Was previously CEO of Alfresco. Before that, was CRO at SDL and SVP & GM for OpenText
People progressing
Joined as an Account Executive. Promoted to Senior Account Executive after 1 year. They have been promoted to Director of Sales, Northern Europe.
Joined as an Enterprise Account Executive. Promoted to Director of Enterprise Sales after 2 years. Then promoted again to Head of Sales after 1 year. They are currently the Vice President of Sales for EMEA & APAC regions.
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