Answering our users’ questions through email, chat, and GitHub issues.
Understanding, reproducing and (where you can) resolving the issues that our customers encounter.
Diving into our codebase to figure out where the issue lies and what a good solution might look like.
Escalating to engineering to resolve highly technical issues.
Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem.
Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions.
Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service.
As the main point of contact for our customers, you’ll play a critical role in building and maintaining their trust.
Balancing the needs of our enterprise customers with those of our self-service online users.
Writing customer documentation and FAQs, or developing your technical skills by working on tooling for the Customer Success & Support team, for example dashboards or integrations between tools we already use.

You love helping people, and care deeply about providing an excellent customer experience.
You take a logical approach to solving problems and prioritization.
You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others.
You are curious: you love to explore new challenges, but know when you need guidance from someone with more domain experience.
You’re interested in security or open source software, and you believe in our mission.
You’re interested in developing your technical skills: you’re excited about working with others’ code, and you have used GitHub or other source control tools.
You have previous experience working closely with technical teams.

Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.
Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
Health benefits, employee assistance plans, and annual wellness allowance
Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances

Technical Support Engineer

Key skills