Customer Support Engineer

BEE


4 weeks ago

01/18/2020 10:22:57

Job type: Full-time

Hiring from: US or Canada

Category: Software Development


BEE (https://beefree.io) - MailUp Group’s Business Unit that develops and markets a popular drag-&-drop email builder - is looking for a Customer Support Engineer to join the team in North America.

Your impact

As a Customer Support Engineer, reporting directly to the Support & Community Manager of the business unit, your role will be to help in the adoption and use of BEE Plugin, the embeddable version of our email editor. Over 500 software companies around the world have already decided to license and embed BEE instead of developing their own drag-n-drop editor because by doing so they save time, money, and all the complexity of creating & managing a new product.

Your core responsibilities will be:

  • Assist prospects in the discovery of BEE Plugin features, at a technical level.

  • Help new customers in the implementation of the editor within their SaaS application.

  • Support existing customers when their support requests are escalated to you.

  • Help the development team by performing technical troubleshooting on those escalated tickets.

You will carry them out by:

  • Becoming an expert user of BEE Plugin, the embeddable version of the BEE editor.

  • Becoming very familiar with the sample code that prospects use to build Proof Of Concepts with BEE Plugin, and contribute to the code base, whenever able to do so.

  • Becoming intimately familiar with - and a contributor to - BEE Plugin technical documentation, which helps prospects understand the potential of the product & build prototypes with it, and helps customers implement the software in their SaaS applications.

  • Identifying and troubleshooting issues that prospects and new customers are reporting while integrating BEE Plugin, resolving as many as you can on your own, and escalating them when needed to the engineering team as bugs, or to the product team as product feedback.

  • Interact with prospects and customers remotely through a variety of channels used by the company, which include: phone calls, video calls, Slack chats, support tickets (Zendesk), threads in the Community portion of our Web site, questions posted to the technical documentation site, and more.

  • Collaborating with the Sales, Support, Development & Product teams to deliver a user experience to our prospects and customers that’s as seamless as possible.

  • Providing the product and engineering team with continuous feedback, which includes opening detailed bug reports in the bug tracking system (JIRA).

What we offer

BEE stands for "Best Email Editor" and that's the original, ambitious goal chosen for this project. Made with lots of passion between the United States and Italy, BEE is becoming a standard for digital content creation, starting with emails (“beautiful emails, fast”, is one of our tag lines). The editor is used by hundreds of thousands of people every month at beefree.io and embedded in over 600 SaaS applications.

When you join our company, you can expect:

  • Full time work in a fast growing, exciting project with worldwide recognition as a market-leader in our industry.

  • A dynamic team, geographically dispersed (Italy, USA), working with a startup mindset.

  • Flexibility: trust is one of our values and we strongly believe in results and in the continuous feedback culture.

  • Yearly team retreat, often in Italy (in 2019 the BEE team retreat was here).

  • Many opportunities for professional development through your daily exposure to marketing-leading products, and also through access to online training resources (free, unlimited course subscription to Udemy) and offline events (attendance to conferences, etc.).

  • Competitive salary plus incentive-based compensation.

  • Health insurance benefits;

  • 401K plan with employer matching;

  • Commuter benefits, and many other benefits.

The legal name of the BEE business unit is MailUp, Inc., a Delaware corporation that is a wholly-owned subsidiary of MailUp SPA (MailUp Group’s head legal entity). MailUp, Inc. is headquartered in Oakland, California.

What we are looking for

  • Computer science degree or equivalent experience.

  • 3+ years of experience as a full-stack Web developer.

  • 2+ years of experience in a customer-facing technical role: technical support, product support, training, etc.

  • Technical skills:  strong front-end Web application development skills: JavaScript, SCSS, CSS, and HTML; deep understanding of how RESTful APIs work, including the JSON data format;  understanding of front-end security concerns: CORs, TLS, and XSS; Understanding of Docker, basic networking, and VMs (e.g. AWS EC2) to the extent you can study our documentation, install our Docker-based on-premises solution, and answer technical questions.

  • Outstanding communication skills: you love interacting with both customers & team members, in writing or in person/video call.

  • Outstanding writing skills: you enjoy explaining things to people in writing, providing examples, how-to’s, and ensuring that the message gets across.

  • Troubleshooting skills: you enjoy finding the cause behind a specific problem, explaining it to others, and working with others to help find a solution.

  • Organizational skills: you like working independently and are able to organize your activities without supervision.

  • Experience with customer support software like Zendesk is a plus.

  • Experience with B2B SaaS is a major plus.

Location & Travel

  • North America (US or Canada). We have an office in Oakland, CA, but you can work remotely as well.

  • If you work remotely, we may ask you to join us in Oakland (or another location) for in-person sessions from time to time. 

  • Some travel may be required to help at our booth when we sponsor a conference.

  • Some travel will be required for our yearly team retreat. Between travel and meeting time, the retreat typically requires about a week of your time. We will provide ample notice so that you can plan for it.

Please mention that you come from Remotive when applying for this job.

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