Role:
As Customer Support Engineer, you are responsible for onboarding new lab customers, ensuring that our live lab customers are successful on the platform, and empowering their businesses to thrive. Working closely with our account management and software engineering teams, Customer Support Engineers are responsible for implementing the necessary configurations and customizations our labs need during onboarding and after they are live on the platform.
Customer Support Engineers are proficient in standard front-end web development practices, frameworks and languages such as HTML, CSS, React, and JavaScript. Successful Customer Support Engineers have excellent written communication skills, very strong attention-to-detail, meticulous and thoughtful code, a keen eye for good design, rapid and accurate understanding of new and complex topics, and the ability to rapidly switch between tasks while maintaining focus and delivering an excellent quality of work.
You would report to our Director of Lab Account Management. This role is open to candidates who can work standard U.S. business hours, regardless of location. We offer a competitive salary and rapid growth opportunities for top performers.
Responsibilities:
* Collaborate with several teams (engineering / sales / support) to reach our common goals of solving customer pain-points and enhancing our products.
* Maintain, design, and develop report templates, file parsers, and data entry forms for labs using our in-house JavaScript / CSS based tools.
* Deploy the successful implementation of all required configurations and customizations for onboarding and live labs.
* Act on incoming support requests requested by our Lab Account Managers.
* Communicate with our Lab Account Managers to ensure proper and complete understanding of the labs' needs and requirements.
* Test your work product to verify the correct and accurate implementation of the required changes.
* Assist our Lab Account Managers with delivering completed work to lab clients as needed.
* Work closely with our Lab Account Managers and Software Engineers to identify areas of improvement and suggest solutions, including the ideation, design, and development of new internal tools and processes.
* Track time spent on all tasks using Harvest, our time tracking system for billing purposes.
* Track progress of all tasks performed using Linear, our project management system.
Required:
* Experience with modern web and JavaScript tech stacks (HTML, SASS/CSS, Node, etc).
* Confidence using basic functions of Git, Github, Slack, Linear, Zoom, and G Suite tools.
* Fluent in spoken and written English.
* Strong and clear written communication.
* Consistently produce high-quality work delivered on time.
* Excellent organization and prioritization skills.
* Excellent attention to detail and low tolerance for errors.
* Ability and desire to set appropriate and reasonable expectations with teammates.
* High energy, self-starter.
* Comfortable working independently and asynchronously on remote team to meet deadlines with minimal management oversight.
* Very creative and strong problem-solving skills, adaptability is critical.
* Desire to learn, grow and take on responsibilities beyond usual expectations.
* Personable and easy to get along with.
* Optimistic, has a positive mindset, and always first assumes positive intent by others.
* Has "hospitality" mindset and enjoys serving and helping others.
* Good listener and empathetic to client needs.
* Desire to remain in this role long-term (3+ years).
Nice to have:
* Proficiency in React, SQL, Python or other programming languages.
* Experience building front-end web applications using React, TypeScript, and REST APIs.
* Talent for good visual design and knowledge of modern design principles.
* Experience in customer service or support roles.
