Technical Support Engineer, Nylas
€40-55k
Productivity APIs for work automation
Open for applications
Productivity APIs for work automation
101-200 employees
Open for applications
€40-55k
101-200 employees
Company mission
To help developers leverage communications data and build features that increase customer engagement, productivity, and retention.
Role
Who you are
- Experience: At least 1-3 years in a technical support role, preferably in a SaaS environment
- Technical Skills: Hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs
- Problem-Solving: Strong troubleshooting skills and the ability to collaborate with engineers to resolve technical issues
- Customer Empathy: A deep understanding of technical and non-technical user needs, with a passion for improving the customer experience
- Communication: Exceptional verbal and written skills, supporting a global customer base
- Adaptability: Ability to work in a dynamic environment, balancing autonomy and teamwork
- Detail-Oriented: Organized with the ability to manage multiple priorities effectively
- Growth Mindset: Enthusiastic about learning new tools, technologies, and approaches
What the job involves
- The Technical Support Engineering team is a critical bridge between our customers and our product
- We work closely with engineering, product, and go-to-market teams to ensure a seamless customer experience by resolving issues, identifying opportunities for improvement, and delivering actionable insights
- We are looking for a Technical Support Engineer I to help customers overcome technical challenges and unlock the full potential of the Nylas platform
- This role combines technical expertise, customer empathy, and problem-solving to deliver an outstanding support experience
- Troubleshoot technical issues and address customer questions about Nylas product capabilities
- Manage support tickets with timely updates and thorough resolutions
- Collaborate with engineering to report bugs, provide feedback, and enhance the platform
- Create and improve customer-facing documentation, integration guides, and technical resources
- Partner with go-to-market teams to resolve high-priority issues and support prospects
- Share customer insights and provide roadmap feedback to the product team
- Reporting to the Manager of Technical Support, you will thrive in a fast-paced environment, taking ownership of challenges and contributing to customer success
- This role is perfect for someone who enjoys solving technical problems, improving processes, and serving as a trusted advisor to customers and internal teams
Application process
- Round 1: 60 minute Google Meet discussion with the Hiring Manager
- Round 2: Take-home assignment followed by a 60 minute meeting with a team member
- Round 3: 60 minute Google Meet discussions with another team member
Our take
Nylas provides productivity infrastructure solutions for modern software. Over 200,000+ developers use their powerful suite of tools to quickly and securely build productivity features into their applications, resulting in 12 billion+ API requests per day.
The number of businesses using their platform is rapidly increasing due to the Nylas infrastructure generating huge operational savings through more productive, secure, and intelligently-automated development cycles.
The company has remained focused on scaling its integrated and productivity-driven developer experience as well as furthering its investment in disruptive technologies that automate workflows and seamlessly integrate technologies such as conversational AI, Natural Language Processing (NLP), Optical Character Recognition (OCR), and cross-system intelligent automation.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2021
$120m
SERIES C
Jun 2020
$25m
SERIES B
Total funding: $173m
Company benefits
- Retirement plans
- Wellness stipend
- Paid parental leave: 12 weeks parental leave (maternity & paternity)
- Annual learning & development perk
- Voting/Election PTO: 4 hours of paid time off to vote in person or volunteer at a polling place
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company values
- Customer Obsession - We create value for our customers because without our customers our company does not exist
- Creativity - We are creators. We are intrinsically motivated by the act of creation
- Velocity - We move with speed and direction
- Output-Focused - We value the results of our work, not the process
- Diversity, Inclusion, & Belonging - We welcome people of all backgrounds and we value different viewpoints
- Open Communication - We speak our minds but we always do it with care for one another
- Trust - We trust one another to operate with the best interest of our customers and Nylas in mind
Company HQ
Tenderloin, San Francisco, CA
Articles
Leadership
Christine Spang
(Board Member & CTO)Previously worked as Principal Developer at Oracle for 1 year and as Laboratory Assistant at MIT for 1 month.
Gleb Polyakov
(CEO)Previously Operations Consultant at B&G International for 1 year and Crowdfunding Director at Parallax Creative for 3 years.
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