At Algolia, we are passionate about helping developers & 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. Billions of search queries are answered every month thanks to the code we push every day into production.
The Technical Support Engineer is a critical role at Algolia. This role is on the front-lines of our company and is often the first person customers contact when they are experiencing problems with our products or services.
We're looking for a Technical Support Engineer to assist our technical customers with implementing and supporting 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 Technical Support Engineer you will partner with the solutions engineering, 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.
We accept candidates legally authorized and working in the UK (remote OK).
YOUR ROLE WILL CONSIST OF:
Handle requests for customer service via all support channels ;
Interview customers regarding problems and ask clarifying questions to gather relevant information ;
Adequately document customer’s support issues ;
Provide customers with regular updates regarding their support tickets ;
Provide professional-level and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles ;
Submit software 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 lead to the rest of the support team ;
Contribute to internal and external knowledge bases.
YOU MIGHT BE A FIT IF YOU HAVE:
18-24 months of experience in Technical Support, working in a global contact center environment or software industry (SaaS) ;
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 troubleshooting tickets all at various stages of resolution ;
Effective communication skills across channels (phone, email, & chat), demonstrating compassion and empathy towards customers ;
Algolia operates a 24/7 support center, ability to work weekends and holidays as needed may be required.
NICE TO HAVE:
Basic familiarity with iOS & Android platforms ;
Experience supporting open-source projects & their GitHub communities ;
A demonstrated history of going the extra mile for customers.
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE 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.
Private Medical Insurance
Life and Disability Insurance
Business Travel Insurance
Company Canteen (high standard)
Flexible work hours (when feasible given support schedule) and unlimited time off
Competitive pay and equity
Your choice of computer, phone, keyboard, mouse and external screen. Everything you need to be efficient.
Coaching and sponsorship to participate and speak at leading industry conferences
Ongoing professional education opportunities through internal & external workshops, including public speaking, language learning (English/French)
Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents.
Charitable contribution matching
Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice
Corporate flats available for the first months of relocation and when you travel to different offices
Fully stocked kitchens
Meals & happy hours
While we accept remote candidates for this role, you should expect a two weeks trip to Paris to train with our product team on support (paid by Algolia).