The Role
We strive to deliver an impeccable product to our users, and a significant part of that vision is ensuring our product runs smoothly and that any issues are promptly addressed.
As a Product Support Engineer at Let's Do This, you won't just be a ticket solver. You will be integral to our product's success and the happiness of our users. Empowered with the tools, knowledge, and autonomy they need to take decisive actions, our Product Support Engineers work closely with Software Engineers, Product Managers, and QA teams to guarantee our users have the seamless experience they deserve. You'll have the opportunity to dive deep into the product, understanding its intricacies, and not just resolving issues, but proactively identifying potential areas of concern.
Responsibilities
* Be the technical guru users turn to, troubleshooting and resolving their product-related issues.
* Collaborate closely with our software engineers, reproducing and diagnosing defects, and ensuring timely resolutions.
* Proactively identify patterns in user issues and work towards long-term solutions, not just quick fixes.
* Enhance our technical documentation and knowledge base, ensuring users and internal teams have up-to-date resources at their fingertips.
* Provide feedback to product and engineering teams about potential product enhancements or areas of improvement, based on user feedback and your own insights.
* Work in agile sprints, ensuring that support tickets are addressed in a timely manner and user concerns don't linger.
* Work closely with the GTM team and organizers to ensure that race day runs smoothly, and without stress.
About you
* Familiarity with our tech stack (JavaScript/TypeScript, React, Node & AWS) is beneficial. However, a quick learner with a strong troubleshooting background is paramount.
* Prior experience in a technical support or product support role, preferably in a fast-paced tech environment.
* Excellent communication skills. You can explain complex technical concepts in simple terms.
* A deep commitment to user satisfaction and a proactive approach to problem-solving.
* Ability to work cross-functionally with engineering, product, and other teams.
* A knack for digging deep into issues, not settling for surface-level solutions.
* Curiosity and a passion for understanding the "why" behind issues, and a drive to ensure they don't recur.
Who We Are
Let's Do This is the online company that gets everyone together offline.
We exist to inspire people across the world to come together and experience moments that make them feel alive. We’re currently going after mass participation sports events (Marathons, Triathlons, 10Ks, 5Ks, swim races), where we’re proud to be the global leader.
We’re at a super exciting and rapid stage of our development. We now take over 1.5 million bookings every year, driving growth for our industry from large-scale races like the UK’s London Marathon Events and the Great North Run to hero races like the Hackney Half, Peachtree Road Race, the London Triathlon, or grassroots races like those from RunThrough.
We’ve grown exponentially in the UK since our launch in 2017 and are now in the process of expanding within the US market with the same energy our brand represents. We’ve raised $90M to date and were the fastest growing company on YCombinator, and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals Serena Williams and Usain Bolt.
How did we do it?
With an exceptional team. The Let’s Do This team brings in experience ranging from London’s fastest-growing start-ups to the world's biggest tech companies, including Facebook, Google, Deliveroo, King and Skyscanner.
We’re passionate about finding fantastic talent to add to an already extraordinary group. At Let's Do This, we are a team of passionate and hardworking individuals who believe that extraordinary talent can come from any background. We encourage applications from people from all walks of life, as we know that diverse perspectives fuel innovation and creativity. Join us in making a difference with your unique experiences.
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