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Published 3 months ago
Headquarters: San Francisco, USA
URL: https://www.chameleon.io
☀️ Highlights ☀️
- Chameleon is SaaS for product teams to create in-product UX (modals, banners, checklists, microsurveys etc.) to drive user engagement. Watch a short demo here.
- We’re a remote-first, Series A, VC-backed startup and currently with ~40 folks distributed across the Americas and Europe. Learn more about our team, company, and culture here.
- Looking for a mid-level Technical Support Engineer with SaaS experience living in the Pacific or Mountain Timezone to join our fast-growing team at Chameleon
- This is a technical role and requires strong knowledge of Javascript, HTML, and CSS, while also being customer facing.
- Salary range for this role is $70k - $100k USD annually, based on experience.
- Our application process may seem different, it’s not long and drawn out and we feel interviewing alone isn’t the best way for either party to assess fit, so we try to resemble working together and collaborating.
The Technical Support Engineer role at Chameleon
Customers trust us with their users’ experience, and we take that seriously – but software can be tricky! Unexpected issues, edges, and hiccups arise and affect our customer’s ability to use Chameleon effectively and smoothly.
That’s when our Support Engineers step in. As skilled troubleshooters, they save the day when these cases arise – they investigate, uncover, explain, resolve, and most importantly, win back trust.
Because our product operates within our customers' applications, there is a lot of technical sophistication under the hood, ****and often Support Engineers troubleshoot within the intricate connections between Chameleon and various applications.
As such, this role is ideal for someone who enjoys diverse challenges and problem-solving and wants to be Customer-facing.
What you will do specifically
- Engage customers experiencing difficulty in a friendly and comforting manner. Build trust and empathy with our customers by understanding and teaching them.
- Act like a detective to efficiently troubleshoot a wide range of issues (often includes logging into our customers’ software and being able to recreate the issue consistently).
- Dig deeper into issues to uncover the root causes and potential solutions by leveraging Chrome Developer Tools, reviewing our code base, and any relevant data from our database
- Represent Chameleon effectively when responding to customers, attending customer meetings, and, where necessary, serving as the technical expert in sales meetings.
- Clearly document bugs and product improvement feedback, working closely with internal teams to escalate complex issues and help improve the quality and reliability of our product.
- Contribute to the continuous development, improvement, and maintenance of a comprehensive knowledge base for self-serve troubleshooting.
- Share knowledge and best practices with fellow Support Engineers, Customer Success Managers, the Sales team, and other product specialists to foster a collaborative and supportive environment.
Skills and experience that will aid success in this role
- 2+ years working in a technical support or engineering position
- 1+ years working at a SaaS startup (<50 employees)
- Good understanding of HTML, CSS, and JavaScript
- Ability to understand and troubleshoot complex API structures
- Comfort and confidence with using the browser console and other debugging tools
- Empathy with customers and their goals, challenges, and situations
Other requirements
- You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
- You are located in the Pacific Timezone or Mountain Timezone
- Fluency (written and verbal) in English
Key benefits
💵 Salary range for this role is $70k - $100k USD annually, based on experience and amount of early-stage equity
🚀 High-quality standards, regular feedback, and opportunities to help you grow quickly
🌳 Flexible work hours and generous time off, plus no-meeting Fridays! 🤸♀️
💻 New MacBook and budget for home office equipment
🧘 Allowance for mindfulness/meditation app subscription
💡 Work with some of the best product people in the world as customers
🏕️ Fully-paid international team retreats (next one in first week of May!)
🌈 Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with any specific labels. We welcome the chance to get to know you and are committed to building a diverse and inclusive team that consists of a variety of backgrounds, cultures, languages, experiences, preferences, and characteristics. That's what helps us all grow and evolve.
View the full job description here
To apply: https://weworkremotely.com/remote-jobs/chameleon-technical-support-engineer-1
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