Product Support Engineer

Feathr is a nonprofit marketing platform that helps organizations unlock results and build connections within their communities. They are seeking a Product Support Engineer to maintain and enhance their SaaS platform, providing technical support and collaborating with stakeholders to solve issues and improve customer experience.

Responsibilities:

• Solve technical problems and document and diagram their solutions
• Collaborate with members of other departments to ensure technical solutions meet the business interests of the company
• Provide real-time troubleshooting support of escalations from customers
• Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems
• Compose thoughtful, personalized responses to customers for a variety of requests
• Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively
• Work on high-visibility, often challenging debugging scenarios

Requirements:

• 3+ years of experience as a Fullstack, Frontend, or Backend Engineer
• 1+ years of prior experience providing technical support to customers supporting a web-based application within a dynamic startup environment
• Experience using Zendesk, Jira, or similar issue tracking tools
• Proficient in Python or Javascript Frameworks such as React, Vue or Angular
• Ability to juggle multiple thought tracks at once -- tickets can vary widely
• Demonstrated ability to develop clear, concise technical documentation
• Understanding of modern CSS and HTML features
• Strong foundational knowledge of programming
• Strong problem solving and technical skills
• Comfortable working independently within the context of a team
• You care deeply, genuinely, and passionately about customer needs and the role Support plays in making a customer-centric team successful
• You are patient and understanding and take the time to review customer communications
• You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to non-technical customers
• Comfortable working with external customers over the phone
• Comfortable adapting to quickly changing conditions
• Ability to adjust priorities and projects based on changing team and company needs
• A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Feathr's product
• Ability to reason through problems collaboratively