Developer Support Engineer

At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds! Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.

The Developer Support Engineer is a critical role at Algolia. We're on the front-lines and are often the first team customers contact when they are experiencing issues with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks.

This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies (like Medium, Twitch from Amazon, LVMH, ...) focused on providing a world-class experience to their millions of users.

As a Developer Support Engineer you will partner with the customer success, product, and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful.

Your role will consist of:

• Handle technical requests via web and email support channels.
• Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
• Submit bug reports to the Engineering team for problems needing attention.
• Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
• Contribute to internal and external knowledge bases.

Requirements:

• Located in the Pacific Time Zone
• Experience with web development, REST API, and database management.
• 1 - 4 years of experience in technical customer support, supporting SaaS enterprise software ideally.
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
• Ability to work weekend shifts.

Nice to have:

• Basic familiarity with iOS & Android platforms.
• Experience supporting open-source projects & their GitHub communities.
• Experience with Shopify, Magento.
• Excellent spoken and written English skills required.
• Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).

We're looking for someone who can live up to our values:

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
• TRUST - Willingness to trust our co-workers and to take ownership.
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about other team members, our clients and the decisions we make in the company.
• HUMILITY - Aptitude for learning from others, putting ego aside.