Technical Support Engineer Job at Intercom (Sydney)

Job Description

The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways. In this role, 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.

Job Responsibility

Communicating efficiently and effectively with our customers
Owning customer communications and issues from initial contact until resolution
Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
Ensuring that all customers have a great experience with the product
Working directly with product teams to identify current issues and offer informed opinions on potential solutions
Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers
Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

Requirements

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

Nice to have

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

What we offer

Competitive salary and equity in a fast-growing start-up
Catered lunch every weekday, plus a fully stocked kitchen
Regular compensation reviews
Flexible paid time off policy
Healthcare stipend towards private health insurance for you and your partner/spouse
MacBooks are our standard

Intercom - All Job Offers