Customer Support Engineer

· Athens, Attica
Employment Type Full/Part-Time
Minimum Experience Mid-level

We are looking for a Support Engineer to join our happy, calm crew!

 

THE JOB

 

As a Support Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience to our customers. You will:

 

  • Help new customers succeed with our software via e-mail.
  • Walk the fine line between user “wants” and needs, keeping an eye out for trends and valuable product insights.
  • Use critical thinking to identify and investigate bottlenecks and bugs.
  • Validate new features/fixes, and suggest improvements.
  • Regularly review and maintain our internal knowledge base and product documentation.

 

Your role will often require you to solve tricky riddles that go far beyond basic troubleshooting. A solid technical understanding of web technologies will help, but coding skills are not a prerequisite: On your first few weeks with us, your new teammates will guide you through a training plan that has been designed to help you get up to speed with our products and operating procedures.

 

In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:

 

  • help us prioritize and scope new features and improvements;
  • learn more about agile methodologies, or put your existing experience in practice;
  • carve out your own projects and learn new skills to help us further cultivate our customer-driven culture.

 

YOU

 

We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:

 

  • like the idea of helping aspiring e-commerce entrepreneurs and developers around the world succeed;
  • are comfortable with asynchronous communication and self-directed work;
  • treasure self-improvement and calmness; and
  • understand what it takes to build and maintain a culture of empathy and respect.

 

Additionally, you:

 

  • have a solid grasp of how the web works;
  • can create simple layouts using HTML and CSS; and
  • are familiar with Chrome’s Developer Tools.

 

Ideally, you have:

 

  • a rich background in teaching/helping human beings;
  • some experience in front-end development;
  • extensive hands-on experience with WordPress and WooCommerce.

 

SOMEWHEREWARM

 

SomewhereWarm is tiny team of 5 that believes in the transforming nature of e-commerce and open-source technologies.

 

We know what it takes to write great software, and take pride in how our customers talk about our work. But there’s still a lot to build and learn — and we need your help to make it happen.

 

At SomewhereWarm, we support a life well-lived, at work and away from it. We value autonomy and trust, and are passionate advocates of remote work.

If you like the idea of joining a team to work and grow with, and not for, then Ilia, Jason, Maria, Chris and Manos would love to hear from you!

 

We offer:

 

  • great compensation (net €1300-€1500/mo, gross €30000-€35000/yr) depending on your experience;
  • private, individual medical insurance with Allianz;
  • a flexible leave policy;
  • your own learning and development fund;
  • top-of-the-line Apple laptop and a 4K display or iPad Pro to extend your desktop;
  • a calm atmosphere and laid back attitude that encourages you to do — and to be — your best;
  • the freedom to work from: a) home, b) your favorite coffee shop, c) a sunny beach, or d) our awesome office space.

 

A DAY AT WORK

 

Wondering what it’s like to work with us? Here’s how a day in your new life might be:

 

09:30 AM — You wake up at home and grab a coffee or snack. On a different day, you leave home to join your teammates at the office.
10:10 AM — You review your e-mail, check Slack for new messages from the rest of the team, and then join everyone for the team’s virtual stand-up.
10:20 AM — After getting looped in on the team’s status, you open HelpScout and scan new tickets for issues or questions that might need immediate action. Then, you continue working on tickets that you handled during the previous day.
11:00 AM — For the next couple hours, you help WooCommerce store owners and developers get the most out of our products. From assisting with new setups to solving complex technical riddles, there’s always a new challenge to overcome, every day!
13:00 PM — You collaborate with a teammate to find the cause of a difficult issue. Team work pays off: You’ve replicated the problem, so it’s time to loop in our Engineering team!
13:30 PM — A teammate has just finished working on a fix that a customer is waiting for. While waiting for automated tests to pass, you check out the branch containing the fix and carry out some manual tests. Then, you build a patched, pre-release version of the plugin and share it with the customer.
14:00 PM — The support queue is cleared, so you decide to take a break for a couple hours and do some more work later. Before logging off, you quickly write a note about a feature request you’d like to discuss at the team’s bi-weekly product hangout.

 

Later, you grab your laptop again to work on a few more tickets — or perhaps you dust off your writing skills to help the team ship a major release: You review/update documentation, or maybe tweet about a cool new feature.

 

Sounds interesting? Apply!

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  • Location
    Athens, Attica
  • Employment Type
    Full/Part-Time
  • Minimum Experience
    Mid-level