Developer Support Engineer, Algolia

• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• Experience with web development, REST APIs, and database management
• 2+ years of experience in technical customer support, supporting SaaS enterprise software
• Working knowledge of development languages such as JavaScript, Java, PHP, Swift, Ruby, Python
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution
• Excellent spoken and written English skills
• Ability to work in an on-call rotation

Desirable

• 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 need help 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 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 to find the best solutions for our customers.. 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’ success
• Handling technical requests via web and email support channels
• Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles
• Submitting bug reports to the Engineering team for problems needing attention
• Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team
• Contributing to internal and external knowledge bases
• Participating in internal projects to improve processes and tools