UserScape Inc: Support Engineer

Headquarters: Poughkeepsie, New York

URL: https://userscape.com

As a Support Engineer for HelpSpot, our help desk software application, you’ll have the unique opportunity to directly impact the happiness and growth of our customer base by providing world-class technical support.

Our product is mission critical to our customers’ businesses. As such, the Support Engineer’s role is key as an initial point of contact with all current and prospective customers. You will manage issues from their first report to their eventual resolution, communicating with our customers and internal team throughout the process. People who succeed in this role tend to be empathetic, self-starters, technically minded, and most importantly – customer-centric. We expect excellent time management skills and the ability to prioritize tasks.

This role will go above just troubleshooting, however. A desire to deeply understand the architecture and inner workings of HelpSpot is necessary for success. While this is not a full time development role, being a PHP/Laravel developer will give you a huge amount of insight into the inner workings of HelpSpot. 

On the other end of the spectrum, we also expect the Support Engineer to develop systems and programs that set up our customers for success. Running training webinars and working with customers on our free onboarding program as well as writing documentation, are all part of this role.

Responsibilities

• Respond to all incoming requests (approximately 8-12 a day) from customers via phone and email. 

• Troubleshoot issues with customers and identify ideal solutions. This may involve researching integrated systems, documenting and potentially fixing bugs in the application, or writing up specs for a new feature.

• Help customers set up HelpSpot on customer hosted server infrastructure.

• Facilitate training webinars and new customer onboarding meetings over Zoom screenshare sessions.

• Update and develop new written documentation and tutorial video content on the HelpSpot product.

• Participate in the identification, speccing, and development of new product features and bugs.

What We’re Looking For

• You must be highly motivated. We are a fully remote team that provides each member with a high level of autonomy. If you aren’t able to plan your work and also generate new initiatives, it will be obvious.

• Experience with Laravel application development is a huge plus. While not required, the most successful individuals in this role have a development background. There will be opportunities to participate in all stages of the application development process for the right candidate.

• Excellent oral and written communication skills are critical to this role.

• You will need effective time management and the ability to balance multiple priorities.

• Experience with customer support software or other B2B software, ideally from both usage and management perspectives. This will give you valuable insight into how businesses implement software like HelpSpot.

• Experience with MySQL, SQL Server, and general server administration will set you up for success in supporting our self-hosted customers and understanding cloud hosting issues.

• Based in a U.S. time zone.

Our Tech Stack

We work with a variety of technologies and existing experience is very valuable. Experience with all of these technologies is not required, but an ability to quickly explore them and begin to use them is. 

• Laravel, Livewire, Alpine JS, Legacy PHP

• MySQL, SQL Server

• Redis

• AWS

• Ansible

• Docker

Salary and Benefits

• Salary: $70,000 -$100,000

• Half-day Fridays

• 100% of the employee’s medical, dental, and vision premiums (US-based employees)

• Start with 15 days of paid time off

• 3% of your salary contributed to 401k (US-based employees)

• Top-of-the-line Apple hardware provided

• Fully remote

To apply: https://weworkremotely.com/remote-jobs/userscape-inc-support-engineer

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