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Technical Support Engineer - Hybrid Remote

Company: LinearB
Location: Charlotte
Posted on: January 16, 2022

Job Description:

About LinearB:
We've identified a big gap in the way dev teams run. Dev teams are held back today because their two most important sources of truth - Git and project management - don't talk to each other. Our mission is to correlate data from Git, project management and CI/CD tools to provide dev teams with a greater level of context and visibility into the way they work. The "engineering efficiency" category is growing 35% YoY - among the fastest of any tech category. Our main competitors in this space are taking a traditional enterprise selling approach. We think our bottom-up, product-led strategy will help us take the #1 position and define the category.
Reporting to our head of Customer Success, the Technical Support Engineer will identify, diagnose and resolve incidents by leveraging excellent and prompt communications with our customers. This role will partner cross-functionally with our internal teams and is a fantastic opportunity to gain experience at a hyper-growth start up.
What You'll Do

  • Diagnose and resolve technical inquiries related to LinearB.
  • Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
  • Analysis and isolate root cause to help in product's usability and improve end-user experience.
  • Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to FAQs.
  • Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.
  • Liaise with Product Management teams on technical discussions as required to ensure tracking and resolution of bugs and fixes.
  • Coordinate with Engineering teams to aid in identifying, reporting, and resolving product defects.
    Qualifications
    • Bachelor's (or Master of Science) or foreign degree equivalent in Computer Science or related field.
    • 2+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services.
    • Excellent communication skills, both written and verbal. Prior experience in communicating with Enterprise, Service Provider, or SMB customers.
    • Familiarity with reading and/or writing simple scripts.
    • Ability to triage and troubleshoot technical issues and be measured on support SLAs.
    • Be comfortable in reading Python, Nodejs, Typescript, and React.
    • Have experience with Zendesk and Jira.
      You Should Apply If You:
      • Blends creativity with a data-driven, scientific approach to trying new things.
      • Has software/technical support background, bonus - knows dev teams inside and out.
      • Strives to maintain empathy and humility throughout every day with a customer-first mindset in a highly collaborative environment.
      • Comes in with an urgency to help solve customer problems.
      • Works towards continuous improvement with each and every endeavor.
      • Takes ownership, tells us what to do, and asks forgiveness instead of permission.
      • Honesty and transparency are highly valued.
      • Strong organizational skills.
      • Diversity and inclusive work culture are important to you.
      • Pushes boundaries and does not subscribe to any traditional "rules".
      • Comfortable with English and preferably other European languages.
      • Startup experience is a plus.
      • Enjoys working from home and connecting with co-workers through Slack and Zoom.
        LinearB Values:
        • Customer obsession; We live and breathe the customer experience.
        • Engagement; We are passionate and committed to ensuring our customers have an amazing experience.
        • Data wins discussions; Metrics, facts and figures drive decisions.
        • Automation; Work smart internally to help the end user work smart.
        • Take care of yourself and your teammates; We believe people are at the heart of what we do - put people first.
          LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Keywords: LinearB, Charlotte , Technical Support Engineer - Hybrid Remote, Engineering , Charlotte, North Carolina

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