Customer Support Engineer

Location: Remote
Schedule: Full time
Team: Customer Support/Success

Note

Although this is a remote position, we are only considering candidates based or able to work within hours overlapping working hours in Asia/Australia and North America.

Overview

Uploadcare gives companies simple, powerful, and developer-friendly building blocks to handle file uploading and delivery so they can free up resources to focus on innovation. We have built an all-in-one file handling solution that serves files up to 4x faster than in-house made solutions and traditional CDNs.

Customers love Uploadcare; it is well funded and cash-positive. We work with thousands of businesses across the world, from startups and SMBs to world-famous names like Universal, Loreal, PandaDoc, and Berkeley.

Become a Customer Support Hero

We’re looking for a person to join the Customer Support team at Uploadcare! First-class support is one of our fundamental values, so you’ll help us to deliver outstanding customer service.

You will take care of Uploadcare users to ensure they get the fast and high-quality support they need to get the maximum out of our product. You’ll also work on growing customer experience, reporting back insights to our Product and Dev teams and keep support articles up-to-date as the platform evolves.

You’ll solve simple and complex problems and be keen on going until the issue is resolved.
Your empathy will come through in your writing style and tone of voice. You’ll be eager to always learn and apply your knowledge to your work.

Since our product is tailored mostly for developers, you understand how web applications work, and you’re able to troubleshoot minor web development issues.

In this role, you will

  • Work with our customers through Intercom, e-mail, and our community platform;
  • Help create knowledge base content – this includes creating and updating articles;
  • Help improve internal processes to enhance customer experience and reduce our response times;
  • Report to the product and development teams to highlight customer feedback or requests;
  • Collaborate with other teams to plan and implement projects;
  • Showcase specific Uploadcare features and provide integration details for Uploadcare users and customers.

Requirements

  • You are an empathetic person, and you can put yourself in customer’s shoes;
  • You have a great tone of voice and ability to explain complicated things clearly through written/voice communication;
  • You have 2+ years in a customer-facing role or a troubleshooting environment, ideally, support;
  • You are natural at problem-solving – with a massive range of customers using a complex product, it’s a crucial part of the job;
  • You are self-organized and adapting quickly and openly to changes;
  • You have basic knowledge of how web and web apps work and understand the concept of the HTTP protocol, REST APIs, content delivery networks;
  • You have basic knowledge of HTML, CSS, Javascript.

Not required, but a Plus

  • You can write a code snippet for a customer instead of explaining how to do this and have some code to show (GitHub, CodePen, JSFiddle, etc.);
  • You have experience with the command line and utilities such as cURL, Postman;
  • You have previous experience with such tools as Intercom, Slack, Discourse, Jira;
  • You have prior tech experience at SaaS or e-commerce companies;
  • You have previous experience of working in a distributed team.

Perks

  • A world-class team of visionaries building a world-class product;
  • Competitive salary;
  • Employee Stock Ownership Plan (ESOP);
  • Generous vacation policy;
  • Coaching and sponsorship to participate and speak at leading industry conferences;
  • Fun: we spend time together — team building, socializing, and making tools that encourage getting to know teammates across offices and continents.

Please send us your CV/resume with a cover letter to hello@uploadcare.com.