Description
The Technical Support Engineer team at Intercom is looking for an individual with engineering and/or web development experience to join them in creating exceptional customer experiences. This is a hands-on, technical role that involves partnering with customers to tackle challenging technical issues in innovative ways.
As a Technical Support Engineer, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.
This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers to reach their objectives and address any challenges with our product. We're looking for people who have an eye for improvement and efficiency, someone who wants to work at a place where they're encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.
In this role, you will: Communicate efficiently and effectively with our customers Owning customer communications and issues from initial contact until resolution Become an encyclopedia of knowledge about how Intercom works and what it is capable of Be the one responsible, along with the Support team, to ensure that all customers have a great experience with the product Work directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams
Your first 6 months will look like this: In your first 30 days, you will complete company onboarding, become familiar with Intercom's values, strategy, and goals, dive into CS-specific trainings to learn the product and CS workflows, and successfully pass relevant assessments. In your first 60 days, you will continue to complete CS trainings and pass relevant assessments successfully and on schedule, independently inbox using the resources and supports provided, and demonstrate ownership in the execution of your work. In your first 90 days, you will receive QA reviews and action feedback, begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development, contribute outside of the inbox via sharing suggestions and ideas for how we can improve, and successfully meet KPI targets and/or goals.
The ideal candidate will have: 1-2 years of technical support experience Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs Understanding of REST API, SDKs & Webhooks Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.) Strong customer focus (excels at + enjoys helping customers) Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable) Strong problem solving skills (ability to think critically and learn on-the-fly) Ability to troubleshoot and utilize resources to answer questions on baseline topics Ability to take on + action feedback Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas
Bonus skills & attributes: Completion of technical coding bootcamps, programs, courses, etc. Previous experience working in a troubleshooting environment Understanding code syntax or use of specifically supported frameworks Experience configuring our supported iOS/Android Plugins (mobile SDKs) Familiarity with native mobile development