Remote zendesk Jobs in February 2020

11 Remote zendesk Jobs in February 2020

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  • Software Development (2)

    • 1 month ago

      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.

    • At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~40-person team based in San Francisco, Barcelona, and Budapest. Over 100,000 developers use our product to power all kinds of applications that affect people’s lives and livelihoods. Rollbar is used by some of the best engineering teams in the world, including Twilio, Salesforce, Geico, Zendesk, JP Morgan Chase and Twitch. 

      We are looking for an experienced Backend Engineer to join our Scale team to not only help build and run our systems and services, but help define backend engineering at Rollbar.

      Our tech stack:

      • React, Webpack, Sass

      • Python, Node.js, Scala

      • MySQL, Elasticsearch, Redis, Memcache, Spark

      • Google Cloud Platform, Kubernetes, Terraform, Ansible, Consul, CircleCI, Rollbar

      You will:

      • Work with other engineers to design and build highly available and scalable systems

      • Measure and monitor system performance, availability, and reliability

      • Implement performance improvements to our processing pipeline

      • Be in the on-call rotation and the first line of defense for major infrastructure issues

      • Help improve the tools we use to build and run Rollbar

      You have:

      • 5+ years experience in a software engineering or SRE role

      • Experience building and scaling real-time streaming data pipelines

      • Experience operating services running on cloud providers like AWS or GCP

      • Attention to detail and a methodical approach - ensuring things rarely fall through the cracks

      • BS in Computer Science or equivalent work experience

      • Benefits and perks

      • Rapid career growth opportunities

      • Competitive salary and stock options

      • Medical, dental and vision health benefits

      • Parental leave: 12 weeks 

      • Generous hardware and software allowance

      • Casual work environment

      • Inclusive team-oriented culture

      • Have fun and make an impact

  • Customer Support / Customer Success (6)

    • The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.

      Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.

      Responsibilities

      • Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints

      • Identify opportunities and implement strategies for retention, renewals, and expansion

      • Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more

      • Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns

      • Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention

      • Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey

      • Proactive outreach to customers that may need help

      • Collect product and cancellation feedback

      • Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers

      • Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment

      • Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights

      Skills and Qualifications

      • 3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment

      • Experience planning low touch and high touch customer onboarding strategies

      • Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level

      • Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps

      • Strong command of the English language, both written and verbal

      • You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.

      • Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)

      • Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.

    • Support Engineer – Terraform Enterprise

      HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is a phenomenal opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of both the Support Engineering and Terraform teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving. 

      Collaborating with the Support Engineering Manager, you will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will triage incoming issues related to Terraform Enterprise and independently work to find viable solutions. You will contribute to product growth and development via weekly product and marketing meetings. You will attend customer and prospect meetings as needed to help debug or install the product and is expected to be a liaison between the customer and HashiCorp engineering. When possible, the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback. 

      RESPONSIBILITIES

      • Triage and solve incoming support requests via Zendesk within SLA
      • Document and record all activity and communication with customers in accordance to both internal and external security standards
      • Reproduce and debug customer issues by using or building existing tooling or configuration
      • Attend weekly product engineering meetings to discuss issues pertinent to support
      • Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
      • Contribute to product documentation, customer knowledge base, and best practices guides
      • Continuously improve process and tools for normal, repetitive support tasks
      • Periodic 24/7 on-call rotation

      Goals:

      30 days: you should be able to -

      • Holistic understanding of (P)TFE and the interaction with the TF ecosystem
      • Successfully perform all common work flows within Terraform Enterprise
      • One contribution to extend or improve product documentation or install guides
      • Ability to answer Level 1 support inquiries with minimal assistance

      60 days: you should be able to -

      • Effectively triage and respond to Level 1 & 2 inquiries independently
      • Provision and bootstrap (P)TFE instance with low-touch from engineering
      • Ride along on 1-2 live customer install calls
      • Locate and unpack the customer log files. Familiarity with its contents
      • Effectively search for prior similar issues within ticketing system and the knowledge base
      • Author one customer knowledge base article from area of subject matter expertise

      90 days: you should be able to -

      • Effectively triage and respond to a production down issue with minimal assistance
      • Run point on a live customer install without assistance
      • Independently find points of error and identify root cause in the customer log files and report relevant details to engineering
      • Implement small bug fixes or feature improvements
      • Read all incoming RFCs and PRDs from Engineering
      • Collaborate or comment on Engineering RFCs and PRDs

      REQUIREMENTS

      • 3+ years Support Engineering, Software Engineering, or System Administration experience
      • At least 2 years in a customer facing role
      • Expertise in Open Source and SaaS is a major advantage
      • Excellent presence; strong written and verbal communication skills
      • Upbeat, passionate, and unparalleled customer focus
      • Well-organized, has excellent work ethic, pays attention to detail, and self-starting
      • Experience managing and influencing change in organizations
      • Strong project management skills
      • Familiarity with Ruby on Rails, Ember.js, Bash, or Go
      • Interest in cloud adoption and technology at scale 

      EDUCATION

      • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience 

      About HashiCorp and this opportunity

      This is a full-time position with a highly competitive compensation and benefits package. You will have the opportunity to work with a dynamic and ambitious team. HashiCorp is a series C start-up in San Francisco that is best known for creating a suite of software tools that help enterprise companies automate their infrastructure and helps them migrate to the cloud. HashiCorp’s software suite allows users to provision, secure and run any infrastructure for any application. 

      HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

      LI-RS1



    • Welcome to the CS Fam 

      CommentSold is a social commerce platform that modernizes the way retailers connect to online shoppers, including hosting live sales events and managing day-to-day retail operations. Simply, we help online retailers do less and sell more. 

      Our team is dispersed throughout the US and Canada, which means we value the diversity and unique collaboration that’s fostered through a remote team. We work incredibly hard for our customers, and believe deeply in our platform’s value. We're a high energy, high growth team and we love to win.

      Chat Support

      Our Chat Support Specialists are excellent written communicators with a genuine motivation to help others. As the frontline communicators to our customers they're our best brand ambassadors and platform pros., walking them through the technical components of our platform.

      We’re looking for folks to join our team who have experience providing technical support for web and mobile products with a strength in writing and expressing empathy through written communication. To be successful on our team, you must have a curiosity for new technologies, and a strong desire to help solve problems through excellent communication.

      In this role, you will

      • own customer needs from start to finish when they reach out to CommentSold's Chat Support

      • promptly respond to customer inquiries

      • resolve customer complaints

      • provide solutions, troubleshooting, and creative workarounds

      • investigate product bugs/issues and track them to resolution

      • document issue details, as well as solution/response in clear detail

      • gain expert knowledge of our product

      • guide users to utilize our key features

      • contribute to the ongoing development and improvement of our product

      • adeptly navigate our tools: Intercom, Slack, Canny, HubSpot, and Zendesk

      If you're right for this role, you

      • work well in an environment that's highly performance and metrics driven

      • understand the importance of data integrity, and document like a pro

      • are well versed in social platforms including Facebook, Instagram, and Twitter

      • have expert writing skills with a keen understanding of grammatical standards

      • employ bias to action in your problem-solving approach

      Join CommentSold

      At CommentSold, you can work from anywhere thanks to the power of the internet - we put extra effort into our remote culture to ensure we exceed the engagement we all need. We value our team, and show that through competitive salaries and bonus opportunities. Health, dental, vision, and life insurance are available to all full-time employees.

      You’ll work alongside some of the most hardworking and creative teammates and customers, and we like to think that energy is infectious

    • As a Support Representative on the Customer Success team you'll work directly with our customers and tester community, use your creative problem-solving skills and technical troubleshooting on a daily basis, and work closely with the Customer Success, Product, and Engineering teams. This role at Rainforest has a huge impact on the happiness and success of our customers.

      What you'll do
      • Troubleshoot technical issues and own the issue escalation process through to Engineering
      • Assist Customers with questions and resolve issues through live chat support
      • Collaborate with the Customer Success Team in providing support to customers
      • Track and communicate customer feature requests to Product
      • Maintain the Rainforest QA Help Center and update documentation as needed
      • Assist our tester community with questions and issues as they arise
      • Assist our product operations by managing and reviewing test case creation for customers

      What we're looking for
      • Bachelor's Degree or equivalent
      • Support experience in a B2B software or tech company
      • Strong organizational skills with attention to detail
      • Excellent written and oral communication skills in English
      • Experience gathering metrics and analyzing data
      • Ability to work both independently as well as in a team environment
      • Skill in coordinating conversations and customer solutions with different teams (Product, Engineering, Customer Success, etc.)
      • 1+ years of working in Customer Support in a fast-paced tech environment


      Bonus points for
      • Start-up experience
      • Familiarity or interest in product development, engineering, and QA processes (how software is built!)
      • Experience with Intercom, Zendesk, JIRA, Domo, LogDNA (or similar applications)
      • Experience in writing, maintaining, and organizing Help Center documentation
      • Interest in the Software Development Lifecycle, CI/CD processes



      How we'll reward you
      • Competitive compensation and stock options
      • 100% Medical, dental, and vision insurance covered (75% for dependents)
      • Voluntary 401k program
      • Weekly lunch stipend
      • Subsidized commuter benefits
      • Unlimited Vacation
      • 3x/year company offsites to bond with the entire company and explore exciting destinations around the world (last 3 off-sites: Okinawa, Budapest, Kuala Lumpur)
      • We are a remote first company!
      OUR COMMITMENT TO DIVERSITY AND INCLUSION

      At Rainforest QA we believe that diverse teams improve our business. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.
    • This position is remote, based in the United States.

      As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. You will be able to juggle a diverse workload that includes everything from managing user provisioning to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!

      Responsibilities
      • Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
      • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
      • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
      • Support and maintain several business critical SaaS systems (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Zendesk Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
      • Develop and maintain system failover processes for customer facing Zendesk apps.
      • Provide support and troubleshooting for our Support systems, including App integration, tagging, macros, automations, etc. when necessary.
      • Maintain and demonstrate 100% compliance with all written security policies and change management controls and assist with quarterly audits of user access to key systems.
      • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
      • Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.
      Required Skills/Experience
      • 1-3 years experience in SaaS support with proven ability to support diverse customers needs with skill and humor
      • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
      • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
      • Proven ability to solve practical business problems
      • Understanding of business processes and ability to translate business requirements into application functionality
      • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
      • Strong team player with service-oriented attitude and customer focus
      • Excellent written and verbal communication
      • BA/BS Degree or equivalent work experience
      • An eye for detail and out-of-the-box thinking
      • You share our values, and work in accordance with those values
      • Successful completion of a background check
      Desired Skills
      • Demonstrated understanding of technical software support processes and concepts
      • Experience in CRM or a related industry
      • Familiarity with change management processes and risk control compliance
      • Experience working on the Zendesk platform as an agent or developer
      • Experience with enterprise integration tools
      Compensation

      To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

      Additional details about our process can be found on our hiring page.

       
      Remote-Global
    • About Us:

      Airbase is the first all-in-one spend management platform that provides companies unparalleled control and visibility into every dollar spent. Finance teams deserve a solution that eliminates the tedious work involved in managing spend and allows them to focus on being strategic partners to the rest of the business. We do that by replacing the multiple systems typically used to manage spend with a single platform that handles every workflow including expense approvals and payments (physical cards, virtual cards, ACH, check), while also automating away the bulk of spend-related accounting. Learn more about why innovative companies like Gusto, Segment, Doximity, Getaround, Netlify, and more trust Airbase at www.airbase.com

      About the Job:

      We're looking for someone who will be the point-of-contact of Airbase customers for questions and issues raised through phone and online. Experience with performing phone and online response, troubleshooting, and resolution is required.


      Responsibilities
      • Provide phone and online support to Airbase customers
      • Gather detailed information on the question/issue raised to determine how to best provide assistance to the customer.
      • Troubleshoot the issue raised to determine if this is a bug, defect, enhancement, etc.
      • Work with Customer Success, Product, and Engineering departments to ensure fast turnaround and provide quality service to Airbase customers.

      Skills/Experience Required
      • Confident and can effectively communicate both in oral and written English
      • At least three (3) years experience in providing phone and online customer support
      • Has knowledge and experience in Procure to Pay and General Ledger processes
      • Has knowledge and experience in ERP and accounting software packages
      • Excellent customer orientation skills
      • Excellent problem solving, critical thinking, and analytical skills
      • Self-sufficient and self-driven

      Nice to Haves
      • Holds a degree in Accounting
      • Has prior work experience in an accounting and finance capacity
      • Knowledge and experience in NetSuite is an advantage
      • Knowledge and experience in using Salesforce, Zendesk, or any other customer support management tool is a plus
      We offer competitive cash compensation. We're a remote team and are happy to work with candidates from anywhere in the world.
  • All others (3)

    • Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.

      Fastly’s customers use our edge cloud platform to ensure concertgoers can buy tickets to the live events they love, travelers can book flights seamlessly and embark on their next great adventure, and sports fans can stream events in real time, across devices. They include many of the world’s most prominent companies, including Spotify, Alaska Airlines, Hulu, The New York Times, and Ticketmaster.

      We’re building a more trustworthy Internet. Come join us.

      Senior Technical Program Manager - Edge Engineering

      Fastly is looking for a Senior Technical Program Manager to work with our Edge Engineering teams to drive execution of workloads passionate about increasing availability, performance, and efficiency of Fastly’s network. You will be responsible for helping teams develop and improve their processes for change management, coordination, planning, and implementation, for Fastly, daily. This position reports to our Senior Technical Program Manager, Engineering and partners with the Senior Director, Edge Engineering.

      You’ll be a leader and facilitator at Fastly. You will have all of engineering on your side in the constant work of making our network, systems, and internal infrastructure more powerful, lower cost, and more useful to our customers. You will be held accountable for streamlining processes and de-risking projects by working with your counterparts on other teams and ensuring the Edge Engineering teams are firing on all cylinders. You’ll be essential to our success, relied upon by a wide array of individuals and teams. The projects and programs you lead will give you a clear line of sight to the benefit delivered to Fastly’s customers, and our bottom line.

      This is a role which has an impact on a large number of human lives, you’ll be helping make the internet a better place. We provide a supportive environment with friendly teams, where you can learn and develop. We check our egos at the door. You’ll make sure our customers benefit from services built to the highest standards in the industry. We are a global, distributed team with the dedication and tools in place to make it work.

      What will you do?

      • Participate in regular planning, helping teams remove blockers, handle dependencies and resolve prioritization conflicts.
      • Work with teams during interval planning to ensure that mechanisms are built to accurately track and status deliverables during execution periods.
      • Ensure timely updates on Key Performance Indicators from teams, report on current vulnerabilities and problem backlogs, and progress therein.
      • Partner with Engineering, Security and Infrastructure delivery teams to learn from incidents and identified vulnerabilities to constantly improve our availability and security postures.
      • Participate in executing on roadmaps for architectural and process changes 
      • Instill discipline and consistency within the Edge Engineering teams in terms of operational methodologies and documentation.

      Who will you work with?

      • Kernel, Edge Systems and Network Optimization leadership
      • Operations and infrastructure teams
      • Reliability engineering teams
      • Application software development teams
      • Network engineering
      • Infrastructure/datacenter operations team
      • Security team
      What we’re looking for:
      • Significant experience with issue and project tracking systems, such as Jira, Confluence, Smartsheet and Zendesk.
      • A strong action bias, preference for execution and incremental improvements.
      • Comfortable with change, multi-tasking and managing priorities with outstanding organizational skills
      • Passionate about growing the efficiency and stability of our Edge platform, up to scales of thousands of components and tens of systems.
      • Self-motivated and proactive to maintain momentum and progress, and an ability to operate autonomously as necessary
      • A shown collaborator who can execute whilst building positive relationships, proven capability in reducing organizational impedance
      • Focus on the business needs and infrastructure reliability first and foremost.
      • Experience as a technical program manager in infrastructure, cloud or SaaS environments.
      • Some operational and technical understanding. Able to actively participate and contribute to operations process and technical discussions for large scale distributed services
      • Experience with any of hardware-centered, network-centered, or kernel-centered programs a plus
      • Ability to integrate experiences and training to learn new technological paradigms.
      • Strong analytical and interpersonal skills, a risk mitigation mindset and in possession of appropriate levels of urgency.
      • Strong sense of ownership. Actively remove program obstacles, and be willing to go above and beyond to chase down loose ends that lead to successful product delivery.
      • Focus on results and outcome, not just process.

      Why Fastly?

      • We have a huge impact. Fastly is a small company with a big reach. Our customers have a tremendous user base, and we support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their hearts with others so we can help lend a supportive hand.
      • We love distributed teams. Fastly’s home base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is part of our DNA.
      • We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits, like generous parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
      • We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful — every day.
      • We are passionate. Fastly is chock full of passionate people and we’re not “one size fits all”. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they’re passionate about.

      Fastly provides equal employment opportunity without regard to an applicant’s race, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status. 

      Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process.

    • This position is remote based.

      As a Support Operations Manager, you are responsible for being a technical expert in Zendesk system administration along with data and business process analysis. Additionally, you will need to be proficient across multiple other cloud-based application services. We are building world-class and industry-leading best practices to ensure our Support Engineers and Support Agents deliver unparalleled customer experiences. We are seeking a highly motivated Support Operations Manager who is organized, cool under pressure, a leader, and an innovative problem solver; someone with fantastic troubleshooting and analytical skills, well-rounded experience working in customer support or other operational roles, and is motivated by team as well as personal success. Your work mantra is to solve the problem, not the symptom.

      Responsibilities
      • Hire, develop, and manage a team of specialists to complete projects focused on excellence in the operations of a global Support Engineering organization.
      • Develop processes and execution strategy toward a Support Operations Roadmap to support the growth and scalability objectives of GitLab Support and contribute to a rolling 6-month plan in order to drive towards department and company wide initiatives.
      • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
      • Contribute to the administering all software systems used by GitLab’s Technical Support team (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
      • Develop processes to prioritize and implement configuration changes and feature deployments toward a common vision.
      • Partner with coworkers, managers, and executives, as well as external partners to gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success.
      • Work with GitLab Support leadership, define workflows, practices, and standards to ensure that Support Engineers and Support Agents can deliver fast, reliable, and accurate customer support globally.
      • Work with management to develop Key Performance Indicators (KPIs) for the systems and tools administered by the team; capture and report those KPIs regularly to confirm system health. Improve process and education around analysis and resolution of escalated customer and/or technical issues in a timely and effective manner.
      • Drive towards becoming a Subject Matter Expert (SME) in product or process areas as needed.
      Requirements:
      • 3+ Years Customer Support or Operations experience required, preferably in a global organization.
      • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
      • 3+ years experience managing and leading a team of people, including goal-setting and leading personal development.
      • Content management experience; writing and troubleshooting JSON and/or JavaScript and HTML; familiarity with principles of change management.
      • Experience implementing business processes, sufficient for regulatory and security compliance and working with auditors.
      • Ability to use GitLab
      • You share our values and work in accordance with those values.
      Desired Skills:
      • Demonstrated understanding of technical software support processes and concepts
      • Experience in CRM or a related industry
      • Familiarity with change management processes and risk control compliance
      • Experience working on the Zendesk platform as an admin or developer
      • Experience with enterprise integration tools
      • Demonstrated leadership, analytical, communication, and problem-solving skills and the ability to act/decide accordingly.
      • Ability to collect, synthesize, and research complex issues and diverse information.
      • Exceptional customer service skills and the ability to plan organize and exercise sound judgment.
      Performance Indicators

      Support Operations support the global Support team to achieve the following performance indicators by ensuring we have the most efficient workflows through our applications;

      Learn more about Leadership at GitLab

       

      Hiring Process

      Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page.

      • Qualified candidates will be invited to schedule a 30 minute screening call with our Global Recruiters
      • Selected candidates receive a short assessment from our Global Recruiters
      • Candidates will then be invited to schedule a 90 minute technical interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 30 minute behavioral interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 60 minute interview with the Director of Support
      • Successful candidates will subsequently be made an offer via email

      Additional details about our process can be found on our hiring page.

      Compensation

      The compensation for this role can be found here.

      Remote-TAM
      Remote-ATL
    • Technical Program Manager (Tumblr)

      Tumblr launched in 2007 with the belief that people need a place to say what they want, be who they want, and connect over what they love. Now, billions of posts later, we continue to build out Tumblr as a platform for diverse communities to express their points of view. That’s why we need intelligent, low ego, funny people to keep Tumblr growing. We’re big enough to give you the resources you need and still small enough that you can work on things that matter. Come work with us.

      What have we worked on recently at Automattic?

      • Gutenberg is a new block-level editor with clean abstractions for users, too, not just developers.
      • Jetpack is a plugin that brings cloud-scale features to self-hosted sites and our latest addition is Rewind, think git for WordPress sites.
      • WooCommerce is the most popular e-commerce platform on the web.
      • Tumblr is a platform for free expression, individuality, and human connection. We recently launched our group chat feature, making it easier to find communities you’ve yet to discover.
      • To view more of our recent work, check out our longer product list on Automattic.com.

      How do we work?

      • We’re kind to each other and our users – we strive to build a positive, supportive, and inclusive culture of cohesive teams focused on delivering value to our customers.
      • We work as a global and distributed workforce resulting in a unique way of working built around our creed.
      • We offer flexible work arrangements allowing our team members to work when they feel best.
      • We open-source! We’re cool with open-sourcing everything except passwords, or secret keys.
      • We ship often, deploying many times daily with the help of peer code review, continuous integration, and our global workforce in over 70 countries.
      • We welcome collaboration, and you can be involved in any discussion across our many communication channels.

      Enough about us, let‘s talk more about you. The Technical Program Manager position might be a good fit if you:

      • Enjoy working on distributed interdisciplinary teams to become a trusted partner, proactively driving the definition and execution of features and products.
      • Proactively monitor risks to anticipate issues and actively seek out, track, and remove barriers.
      • Champion and support agile software development practices, and tailor processes (including communications, scrums, planning, review and retrospective sessions, demos and more) to each team.
      • Are flexible in problem-solving and handling uncertainty, adapting and changing as needed.
      • Appreciate the discovery process, and are nimble in how you use your toolbox.
      • Love to unite and motivate teams.
      • Can own complex efforts and manage the risks.
      • Enjoy the challenge of mediating between different interests, priorities, and personalities.
      • Are an influencer who knows how to create or rally alignment and build consensus.
      • Have at least 5 years of experience in a project management role at a technology company.
      • Are thoughtful about product design, with good user experience instincts.
      • Are open and able to travel 3-4 weeks per year to meet up with your teammates in person.

      Extra credit:

      • Experience working across different technologies – infrastructure, data, mobile, frontend or backend.
      • Knowledge of Atlassian products and how to customize them for your team’s needs.
      • Experience with other project management software tools for project documentation, roadmaps, budgeting, or resource planning.
      • SCRUM, PMP, LeSS, or SAFE certification.

      Speaking of interests and skills, here are some areas in which you can grow and have further impact in the future at the company:

      • Leadership – we offer a variety of leadership options to those who have an interest, including becoming a team lead and managing releases.
      • Learning and development – we have a generous personal development budget and encourage you to grow your skills through courses, books and conferences.

      These are exciting times for Tumblr at Automattic and you’ll have a unique opportunity to shape the future of our products. Join us! We look forward to hearing from you.

      How to Apply

      Does this sound interesting? If yes, please send a short email to jobs @ this domain telling us about yourself and attach a résumé as a PDF. Let us know what you can contribute to the team. Include the title of the position you’re applying for and your name in the subject.

      Proofread! Make sure you spell and capitalize WordPress and Automattic correctly. We are lucky to receive hundreds of applications for every position, so try to make your application stand out. If you apply for multiple positions or send multiple emails there will be one reply.

      If you’re reading this on a site other than automattic.com please ensure you visit automattic.com/work-with-us for the latest details on applying.

      Diversity & Inclusion at Automattic

      We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our D&I committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly D&I People Lab series for further learning. Diversity and Inclusion is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. Read more about our dedication to diversity and inclusion.

      ← Work With Us

      All Jobs Require
      • Great communication skills. We’re a distributed team, so frequent and clear written communication is a must.
      • Self-driven work ethic. You need to be a self-starter who loves taking initiative and seeing things through to completion.
      • Curiosity and the desire to learn. Our business is changing and growing fast, who knows what will be the skills of tomorrow? Flexibility is key.
      • Ability to Travel. We value those rare occasions when we meet our colleagues in person, and require 2–3 non-consecutive weeks of travel per year, usually by plane.