Technical Support Engineer

As a Technical Support Engineer for HelpSpot, our help desk software application, you’ll have the unique opportunity to directly impact the happiness and growth of our customer base by providing world-class technical support.

Our product is mission-critical to our customers’ businesses. As such, the Technical Support Engineer’s role is key as an initial point of contact with all current and prospective customers

This is a unique role for an exceptional individual with the technical chops and people skills needed to work closely with customers on challenging technical issues.

Day-in-the-life:

• Answer support inquiries ranging from installation to usage and optimization.
• Help on-premise customers with installation and configuration issues on Windows and Linux via email/phone/Zoom.
• Fix a HelpSpot Cloud instance that is having an SSL certificate issue.
• Document bugs and feature requests.
• Help a customer create the right ticket filter to bring up the information they need for a report to their management.

Occasionally:

• Write product documentation.
• Assist with product testing on new releases.
• Assist with support within our family of products (Thermostat, LaraJobs, and Laracon).
• Contribute to product design meetings as a customer advocate.
• Run training sessions with customers.
• Make code changes to HelpSpot.

Role requires:

• Patience and empathy.
• A passion for solving challenging problems.
• A solid understanding of Windows and Linux.
• Experience with the internet stack (network, web server, application, database).
• Experience with PHP.
• Experience with B2B software and ideally using help desk software.
• Excellent written and communication skills.
• Knack for making technical jargon accessible.

Ideal candidates:

• Have supported software using PHP/Laravel/Wordpress on Windows/Linux
• Have experience providing technical support to customers via telephone and email
• Have mastered various B2B software applications to a level where they could train others
• Have an entrepreneurial spirit
• Are in a US or EU timezone