At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering thousands of businesses to deliver blazing‑fast, predictive search experiences at internet scale.
Responsibilities
* Handle technical requests via web and email support channels.
* Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve technical obstacles.
* Submit bug reports to the Engineering team for issues needing attention.
* Partner with Product and Engineering teams to develop subject‑matter expertise and act as a product expert to the support team.
* Contribute to internal and external knowledge bases.
* Participate in internal projects to improve processes and tools.
Requirements
* Strong desire to help people solve problems and the ability to explain complex technical concepts to a broad audience.
* Experience with web development, REST APIs, and database management.
* 2+ years of experience in technical customer support, supporting SaaS enterprise software.
* 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 or Magento.
Our Values
* GRIT – Problem‑solving and perseverance capability in an ever‑changing and growing environment.
* TRUST – Willingness to trust co‑workers and to take ownership.
* CANDOR – Ability to receive and give constructive feedback.
* CARE – Genuine care about other team members, clients, and the decisions we make.
* HUMILITY – Aptitude for learning from others and putting ego aside.
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