We are looking for a Support Engineer to join our happy, calm crew!
As a Support Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience to our customers. You will:
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:
We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:
Ideally, you have:
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!
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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