- Note: This role will require you to be open to working the weekend shift starting in 2022. Ex: Wednesday - Sunday shift regularly. This role is for the Pacific Time zone 8 AM - 5 PM PT, and this is NOT a desktop support/ IT position.
At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds!
Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.
The Developer Support Engineer is a critical role at Algolia. We're on the front-lines and are often the first team customers contact when they are experiencing issues with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks.
This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users.
As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful.
YOUR ROLE WILL CONSIST OF:
Handle technical requests via web and email support channels.
Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
Submit bug reports to the Engineering team for problems needing attention.
Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
Contribute to internal and external knowledge bases
YOU MIGHT BE A FIT IF YOU HAVE:
Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
Experience with web development, REST API, and database management.
1 - 2 years of experience in technical customer support, supporting SaaS enterprise software ideally.
Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
Ability to work weekends shifts
Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $50-200M ARR, high growth, lots of change and building internal infrastructure)
NICE TO HAVE:
Basic familiarity with iOS & Android platforms.
Experience supporting open-source projects & their GitHub communities.
Experience with Shopify, Magento.
Excellent spoken and written English skills required.
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
TRUST - Willingness to trust our co-workers and to take ownership
CANDOR - Ability to receive and give constructive feedback.
CARE - Genuine care about other team members, our clients and the decisions we make in the company.
HUMILITY- Aptitude for learning from others, putting ego aside.
100% covered medical, dental, and vision benefits for you, and 90% for your dependents
401(k) Matching Plan
Flexible work hours and unlimited Paid Time Off
Paid Parental Leave
Pre-tax commuter benefits
Life insurance and disability benefits
Competitive pay and stock options
Charitable contribution matching
Employee Referral Program
Company-sponsored Learning & Development opportunities
Weekly Zoom workout Wednesdays w/ personal trainer
Weekly Zoom meditation sessions
Monthly Wellness Days through 2021
Algolia's workplace strategy, Hybrid Remote, is designed to harness the power of the opportunities that remote work offers both employees and the company, while also providing an engaging in-office experience for the times when an employee is in an office. Our workplace approach reflects the belief that an employee's impact, contribution, and output are more important than their physical location.
The majority of employees will be able to choose if, and when, they come into an office on a regular basis. There will be times when our people are asked to come into an office for "moments that matter:" activities like critical planning meetings and team social gatherings. Beyond those events, 80% of our workforce may choose the location from where they work in the country in which they were hired.
We have physical offices in San Francisco, NYC, Atlanta, Paris, London, Bucharest, and we will be opening a small office in Austin soon. https://www.algolia.com/about/
Millions of developers around the world use Algolia to unleash the power of search across their digital properties. They use Algolia because we are API-first. We unlock incredible flexibility. We build blazing fast speed into our APIs. We do this because we know developers want to build cool things and innovate. Under Armour, Lacoste, Birchbox, Stripe, Slack, Medium, Zendesk and 10,000+ other companies use Algolia to build not just great search, but search that converts at higher rates because of the relevancy. We help their customers find the right goods, offers, and content really quickly. So quickly, in fact, that they don't go anywhere else. Algolia helps businesses build and optimize the search and discovery experience resulting in significantly enhanced online engagement, increased conversion rates and enriched lifetime value that generates profitable growth. Today, Algolia powers 1.5 Trillion searches a year â€“ that's 4 times more than Bing, Yahoo, DuckDuckGo, Baidu and Yandex combined. Our amazing technology is used by one in eight online users.
Founded in 2012, we're backed by $184M in funding from Accel Partners, Alven, DAG Ventures, Founders Circle, Owl Rock Capital, Point Nine Capital, SaaStr Fund, Salesforce Ventures, Storm Ventures and World Innovation Lab. The team is headquartered in San Francisco with offices in Paris, London, Tokyo, New York, and Atlanta. To learn more, visit www.algolia.com.
WHO WE'RE LOOKING FOR:
We're looking for talented, passionate people to build the world's best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
READY TO APPLY?
If you share our values and our enthusiasm for building the world's best search & discovery technology, we'd love to review your application!