Support Engineer

Graphite • New York, NY

205d • $140,000 - $180,000 • Onsite

About The Position

Graphite is growing rapidly, we're looking for a highly motivated support engineer to help us scale our customer support effort.
Rethinking the way fast-moving software engineering teams write and review code every day is no small feat, and we believe that the best solutions are built when most talented, ambitious, and dedicated people with diverse backgrounds come together.

Requirements

• Demonstrated track record of supporting customers of developer tools, with 3-10 years of experience in similar roles. We are interviewing candidates of multiple levels for this role.
• An engineer with previous technical troubleshooting and/or programming experience OR experience providing first class customer support to users of a technical product
• Excellent written, verbal, and visual communication skills
• Organized, quantitative, and iterative - constantly tracks, measures, and improves upon their own processes
• Scrappy and autonomous - solves problems independently and efficiently
• Ownership mentality - demonstrated willingness to go above and beyond & roll up your sleeves to achieve desired outcomes

Responsibilities

• Be an early member of our Operations team and have an outsized impact on the Graphite’s future scale and growth
• Spearhead the development and implementation of our customer support, including building our team from the ground up and perfecting our communications to customers and enforcing SLAs
• Provide exceptional support to our customers via multiple channels, addressing inquiries and resolving issues in a timely and professional manner, and build strong relationships over time while educating customers on our platform
• Capture and record the most common technical support questions on Graphite, and create tools or systems to categorize the and translate common questions into improved docs and a knowledge base
• Create scalable processes that others can follow, build strong cross-functional relationships & help to define a strong support team culture

Benefits

• Competitive comp: ($140k-180k salary + equity depending on experience). We're backed by some of the best investors and excited to offer competitive compensation packages.
• Role trajectory: We're excited to build a team whose roles, responsibilities, and comp grow as we do.
• Health and wellness: Top-tier health, dental, and vision coverage and 16 weeks paid parental leave for new parents.
• Time to decompress: We ask that our team take 4 weeks of vacation a year to unplug and unwind in addition to all federal holidays.
• Relocation expenses: We're an in-person, NYC-based team, and we're happy to help with your relocation expenses!
• The team that eats together: Company-paid lunch, snacks, and coffee during workdays.
• Commuter perks: Ride around NYC with an Unlimited MetroCard, on us.
• 401(k): Helps you save for retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees