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?