The opportunity ✨

At Waitwhile, we work on tools to eliminate the 1 trillion hours that people spend waiting in lines every year. Our queue management platform is trusted by over 10,000 companies worldwide and helps millions of people enjoy a radically better waiting experience.

Waitwhile is looking for a Support Engineer to assist customers in need and make their experience of Waitwhile a joy. 

We build our app using Nodejs, Firebase, Firestore and Linux on Google Cloud Platform. Expertise in these areas is a huge plus, but having familiarity with other common web languages (such as Python or Go) and other databases are fine substitutes. We’re a small cross-functional team who genuinely enjoys working together to make Waitwhile a better product. We are looking for engineers that really enjoy solving problems and helping out.

What you'll be doing 🚀

• You'll resolve technical customer issues via email, chat and video conferencing.
• You’ll analyze data logs and write queries to troubleshoot complex technical issues and identify improvement areas. 
• You'll create and update technical documentation based on customer interactions and best practices
• You’ll support our customers with API integrations and update our Developer Hub (developers.waitwhile.com) with best practice guides and tutorials
• You’ll partner with our Sales and Support teams to support our largest Enterprise customers with advanced configuration tasks and getting started with our API
• You'll work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of technical customer needs.
• You'll continually research and learn the current and future best practices of using Waitwhile - and stretch our platform to its full potential to support advanced use-cases.
• You’ll improve our support standards, tooling, and processes.

What skills you need 📖

• You're a natural communicator and delight in using those skills to help others.
• You’re able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• You're technical and love exploring new technologies and figuring things out the hard way.
• You enjoy solving many small problems per day.
• You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• You understand what it's like to be on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
• You're comfortable using support platforms such as Intercom or Zendesk
• You’re familiar with using developer workflow platforms like GitHub, GitLab or Jira
• You can demonstrate excellent spoken and written English.
• You have completed a bachelor's degree in Computer Science, Engineering or a related field, or equivalent training, fellowship, or work experience.

Benefits ❤️

We're small but really want everyone on the team to thrive with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• Regular compensation reviews - we reward great work!
• Super-sized vacation policy and flexible holidays so you can take time off when you need it
• Health plans and 401(k) savings to make sure you thrive! (United States & Sweden only right now)

Waitwhile has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?