Support Engineer

Full Time Support Engineer at ReadMe (United States)

Support Engineer

ReadMe United States

Date Posted: 24 Nov, 2022

Work Location: San Francisco, United States

Salary Offered: $140,000 — $160,000 yearly

Job Type: Full Time

Experience Required: 6+ years

Remote Work: Yes

Vacancies: 1 available

At ReadMe, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here!

We’re growing our Support team and are looking for a seasoned support engineer who has API knowledge, technical expertise, amazing customer service skills, and a penchant for delighting through writing. They’ve honed the craft of providing excellent customer support and are able to look beyond the ticket itself in order to make other’s experience with ReadMe special.

Our Support team is integral to helping our customers maintain great documentation, but also for creating delightful customer experiences! At ReadMe, Support isn’t just resolving tickets. We’re all about creating “Magical Moments” for our customers, whether that be sending swag or stickers, debugging in a unique way, helping make connections, or following up months later to check in.

What you’ll do here:

• Support customers in a timely, accurate, and delightful way.
• Find unique ways to create “Magical Moments” for customers that make them feel seen and appreciated.
• Grow your product knowledge with every customer conversation.
• Investigate bugs, and file detailed reports for Engineering.
• Respond to customers through all channels: In-App Intercom Messenger, discussions forum, tweets to @readme, feature request board, escalate issues when necessary.
• Mentor and support team members on refining both their technical and non-technical skills.

Technical Skills:

• You know Markdown.
• You have great front-end (HTML/CSS/JS) skills.
• You know how to debug in Chrome Developer Tools.
• You’re comfortable with CLI (command-line interface).
• You’ve used packages on npm before.
• You have some experience with APIs.
• You have experience with the Swagger/OpenAPI specification.

Support Skills:

• You have a great investigation and troubleshooting process.
• You follow-up and follow-through with every customer conversation.
• You desire to learn fast and level up daily.
• You’re a self-starter.

Benefits include:

• Unlimited PTO with a three-week minimum.
• Fully covered medical, dental, and vision insurance for you, and 50% for your dependents.
• A wellness stipend for therapy of up to $350 per month.
• A gym or fitness stipend of up to $150 per month.
• One-to-one donation matching of up to $1,000 per year.
• Twelve weeks of paid parental leave after the birth or adoption of a child.
• Work from home office stipend of $500.
• For fully remote employees, a stipend of $300 per month is available for a co-working space.
• Three offsite retreats per year to get together with coworkers and plan for the quarter ahead.

Not sure if you’d be the right fit? Apply anyway! We’d love to see your application.

About ReadMe

Beautiful, personalized, interactive developer hubs. Company Size: 51 - 250 People. Year Founded: 2015. Country: United States. Company Status: Actively Hiring.