Staff Support Engineer

About the Team:

Netlify’s Support Engineering team is the face of the company, and primary contact point for our customers when they need help with our product. The current team of 12 has a larger-than-usual engineering and product focus compared to other Support roles in the industry. You will be working across the company with engineering, security, legal, and sales. From our UI, to our service, to our customer support: our customer experience is well regarded. 

Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support. We’re also interested in helping you succeed at your goals of the moment – be that answering a customer question, learning a new web framework, or honing your writing and public speaking skills. Please take a look at our Support Values and see if you agree with the way we do our work.

What You’ll Do: 

A successful candidate enjoys helping people succeed with web technology, isn’t afraid to help improve our practices and our product, and loves to learn. We are looking for a new team member to help us with that mission and provide technical support to our developer customers. We are looking for that person to work remotely from and during North America time zones, Monday through Friday.

You’ll be supporting Enterprise accounts primarily. We strive to provide a white-glove service to these VIP customers. Since most of our support is conducted via email, excellent customer-centric written communication skills are a must. Most of our support is conducted over email via Zendesk, in our public Support Forums, in Slack, and regularly over video calls. Much of our team collaboration is in Slack. 

We have excellent internal support resources and public-facing documentation on our product. Sometimes you won’t know the right answer, but you’re the kind of person who can always come up with somewhere to look for it—sometimes you’ll just have to Google it. You should be curious, motivated, independent, and flexible. You will be learning new things every day. You will be solving hard problems, and this needs to bring you joy. We don’t want you to pretend to be something you don't want to be, and we won't tell you how to feel, but we do hope you’re excited to grow.

You'll be advising people on connecting systems outside of our scope …