Support Engineer, Europe

Salary Competitive

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?

    Perks and benefits

    This job comes with several perks and benefits

    Flexible working hours
    Flexible working hours

    Time is precious. Make it count. Morning person or night owl, this job is for you.

    Free coffee / tea
    Free coffee / tea

    Get your caffeine fix to get you started and keep you going.

    Near public transit
    Near public transit

    Easy access and treehugger friendly workplace.

    Free office snacks
    Free office snacks

    Peckish after lunch? We got your back with soft drinks, treats and fruit.

    Social gatherings
    Social gatherings

    Social gatherings and games; hang out with your colleagues.

    Pension plan
    Pension plan

    We take care of you, even when you are old and wrinkly.

    See all 17 benefits

    Working at
    Waitwhile

    Waitwhile is a digital queue management platform that helps businesses deliver better waiting experiences for their customers through automated, personalized and smartphone-based queue experiences. Waitwhile lets customers wait from anywhere and track their wait time status in real-time online - and helps the businesses automate their customer flows and reduce their wait times with machine-learning optimization. Waitwhile has improved the wait experience for over 80 million guests and collectively given people back over 2 million days they would have otherwise wasted waiting in line. Our customers include IKEA, Lululemon, Louis Vuitton, ADP, US Department of Veterans Affairs, Facebook and thousands of other businesses looking to improve their waiting experiences. The company was founded in 2017 in San Francisco by brothers Christoffer Klemming and Jonas Klemming, with the mission to eliminate the 1 Trillion hours that humans waste standing in line every year. Waitwhile has secured $12 million in funding from investors including CRV and has offices in the US and Sweden.

    Read more about Waitwhile

    company gallery image

    Similar jobs

    Engineering Manager - Golang
    Utopia Music Remote Full-time
    DevOps Engineer (Remote)
    Stockholm IT Academy Remote Full-time
    Mechatronic Engineer (Gothenburg)
    Stockholm IT Academy Gothenburg Full-time
    Senior Software Engineer (Lund)
    Stockholm IT Academy Lund Full-time
    Senior First Line Support/IT Administrator (Malmö)
    Stockholm IT Academy Malmö Full-time