Support Engineer, Algolia

Tier Three Support Team

Salary not provided

PHP

SQL

AWS

Docker

Kubernetes

GCP

JavaScript

Python

Java

iOS

Android

Ruby

Swift

Azure

Objective-C

Git

Datadog

Senior and Expert level

London

Remote from UK

More information about location

Site search and discovery powered by AI

Be an early applicant

Site search and discovery powered by AI

501-1000 employees

B2BArtificial IntelligenceEnterpriseAnalyticsBusiness IntelligenceAPIeCommerce

Be an early applicant

Salary not provided

PHP

SQL

AWS

Docker

Kubernetes

GCP

JavaScript

Python

Java

iOS

Android

Ruby

Swift

Azure

Objective-C

Git

Datadog

Senior and Expert level

London

Remote from UK

More information about location

501-1000 employees

B2BArtificial IntelligenceEnterpriseAnalyticsBusiness IntelligenceAPIeCommerce

Company mission

Algolia's mission is to change the way people interact with data.

Job

Company

Role

Who you are

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
At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software
Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
Experience with SQL
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
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 troubleshooting network or infrastructure issues
Experience with Datadog; Docker; Git; AWS/Azure/ GCP; Kubernetes
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 Tier Three Support team is a critical role at Algolia. We’re the highest level of technical support provided to our customers and also internal teams
We're looking for a Tier Three Support Engineer to partner with our R&D Engineering teams including the SRE (Site Reliability Engineer) team in order to go deep into the technical details of the product investigating the most difficult and complicated technical challenges we see and then share this knowledge with our customers and field teams
Your focus will be on supporting the most important strategic cases for our largest and most key 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 on call support channels
Investigating network/connectivity issues for customers
Investigating infrastructure issues using technical knowledge and dashboards in Datadog
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 Subject Matter Expert on key topics to the rest of the support team
Contributing to internal and external knowledge bases
Participating in internal projects to improve processes and tools

Salary benchmarks

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

Led by a woman

Top investors

33% female employees

-3% employee growth in 12 months

Glassdoor (3.7)

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 HQ

Barron Park, Palo Alto, CA

Leadership

Bernadette Nixon

(CEO, not founder)

Was previously CEO of Alfresco. Before that, was CRO at SDL and SVP & GM for OpenText

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