Support Engineer

This role is for CST or EST based candidates only.

We're looking for a Support Engineer to join the Vitally team and play a key role in building out our growing Support Engineering function. In this role, you’ll roll up to the Engineering organization and work cross-functionally with other engineers, the Customer Success team, and the rest of the organization to help resolve bugs and other technical customer issues, influence our product roadmap, and contribute to a fantastic customer experience. You will help to manage incidents, improve processes and documentation, and build internal tools. You have exceptional empathy for our customers, great communication and collaboration skills, curiosity and passion to tackle a diverse set of issues every day, and a drive to add value and deliver results.

Responsibilities

• Collaborate with Engineering, Customer Success, and the rest of the organization to resolve bugs and other technical customer issues.
• Triage and prioritize incoming questions and requests to the Engineering team. Surface customer feedback and trends to influence Vitally’s product roadmap.
• Implement Support Engineering best practices and help Vitally build out its Support Engineering function, including contributing to process improvements and documentation.
• Build internal tooling to help the Customer Success team be more self-sufficient and effective in solving customer issues.
• Assist with detection and management of production issues, including building and refining alerts and helping to run incident response

Requirements

• Exceptional debugging skills & experience investigating bug reports and other technical issues
• Exceptional SQL skills (Postgres) & experience writing scripts to execute CRUD operations against a database (experience with Knex.js / Objection.js is an added bonus, but not required)
• Experience working with REST APIs, e.g. using cURL, Postman, and the like
• The ability to effectively analyze, scope, and prioritize engineering issues and requests, based on a standardized estimation & prioritization framework
• Excellent written and verbal communication skills
• Excellent time management and task management skills, including the ability to manage multiple in-flight work streams at the same time, and to balance priorities as new issues arise

Nice to have

• B2B SaaS experience
• Early-stage startup experience
• Experience with our tooling and tech stack, including Jira, Slack, Retool, Zapier, Honeycomb, Sentry, Github, and AWS
• Experience interacting with customers and/or customer-facing teams such as Customer Support, Customer Success, and Sales
• Application development experience, with Typescript/Node/React preferred

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Salary: We offer a competitive salary for your experience as well as location.
• The comp band for this role is $70,000-90,000 - depending on the skill and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
• 100% of health/dental/vision insurance premiums covered by us.
• 401k with a company match.
• Commuter benefits.
• Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
• Flexible work hours and work-from-home policy.
• Yearly education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.