Technical Support Engineer

Summary

We are seeking a highly skilled Technical Support Engineer to join our support team. This role involves resolving technical issues, troubleshooting our app, and working closely with other teams to provide a seamless experience for users. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers. The ideal candidate will have a strong technical background, the ability to query databases, troubleshoot browser issues like JavaScript errors, and basic knowledge of Ruby on Rails and ActiveRecord queries. Additionally, this person will assist the Growth and Product teams with technical tasks such as report generation and performance investigation. Salary: up to USD 3,000

Responsibilities

• • Becoming an encyclopedia of knowledge about how the company works and what it is capable of.
• • Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• • Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• • Query databases to extract information or diagnose problems.
• • Occasionally, assist the Growth team with generating reports and data insights.
• • Collaborate with the Product team to investigate performance issues and help improve app stability and efficiency.
• • Maintain clear communication with customers, providing timely updates and resolutions to technical problems.
• • Document solutions to commonly encountered technical problems to enhance the knowledge base.
• • Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.

Qualifications

• • Excellent English fluency both written and spoken - must have
• • Proven experience in technical support or a similar role. - a plus
• • Basic knowledge of Ruby on Rails and ActiveRecord queries.
• • Ability to query databases and work with SQL.
• • Ideally, proficiency in troubleshooting JavaScript issues in browser environments.
• • Familiarity with frontend and backend development concepts.
• • Strong problem-solving skills and the ability to work independently in a remote environment.
• • Excellent communication skills to effectively interact with both technical and non-technical users.
• • Experience working in a customer support environment, especially for a tech product.
• • Familiarity with performance optimization and debugging tools.
• • Experience with generating reports and data analysis.

Additional Information and Instructions

🌟 Note: Experience in the Automotive Industry 🚗 is a PLUS, as customers often inquire about the Year, Make, and Model of parts. This process requires specific training to ensure accurate responses. ✅ 📄 Important: Please submit your resume or CV in English. Proficiency in the English language, both verbal and written, is essential for this role. 🗣️✍️

About Somewhere

The company specializes in creating referral tools aimed at boosting newsletter growth. It provides solutions for creators and media companies to grow their email lists more quickly and cost-effectively, allowing users to generate referral links and turn more visitors into subscribers.

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