About the job
As a 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 Support Engineer’s role is key as an initial point of contact with all current and prospective customers. You will manage issues from their first report to their eventual resolution, communicating with our customers and internal team throughout the process. People who succeed in this role tend to be empathetic, self-starters, technically minded, and most importantly – customer-centric. We expect excellent time management skills and the ability to prioritize tasks.
This role will go above just troubleshooting, however. A desire to deeply understand the architecture and inner workings of HelpSpot is necessary for success. While this is not a full time development role, being a PHP/Laravel developer will give you a huge amount of insight into the inner workings of HelpSpot.
On the other end of the spectrum, we also expect the Support Engineer to develop systems and programs that set up our customers for success. Running training webinars and working with customers on our free onboarding program as well as writing documentation, are all part of this role.
