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 need help 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 to find the best solutions for our customers.. 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’ success.
YOUR ROLE WILL CONSIST OF:
* Handling technical requests via web and email support channels.
* Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
* Submitting bug reports to the Engineering team for problems needing attention.
* Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
* Contributing to internal and external knowledge bases.
* Participating in internal projects to improve processes and tools.
REQUIREMENTS:
* Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
* Experience with web development, REST APIs, and database management.
* Experience in technical customer support, supporting SaaS enterprise software ideally.
* Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
* Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
* Excellent spoken and written English skills.
* Ability to work in an on-call rotation.
NICE TO HAVE:
* Basic familiarity with iOS & Android platforms.
* Experience supporting open-source projects & their GitHub communities.
* Experience with Shopify, Magento.
* Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
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.
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