Tier 3 Support Engineer

Algolia • London, England • 1d ago

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 Tier Three Support team is a critical role at Algolia. We’re the highest level of technical support provided to our customers and also internal teams. We're looking for a Tier Three Support Engineer to partner with our R&D Engineering teams including the SRE (Site Reliability Engineer) team in order to go deep into the technical details of the product investigating the most difficult and complicated technical challenges we see and then share this knowledge with our customers and field teams.Your focus will be on supporting the most important strategic cases for our largest and most key customers.

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’ success.

YOUR ROLE WILL CONSIST OF:

Handling technical requests via web and on call support channels.
Investigating network/connectivity issues for customers
Investigating infrastructure issues using technical knowledge and dashboards in Datadog
Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
Submitting bug reports to the Engineering team for problems needing attention.
Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a Subject Matter Expert on key topics to the rest of the support team.
Contributing to internal and external knowledge bases.
Participating in internal projects to improve processes and tools.

REQUIREMENTS:

Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
Experience with web development, REST APIs, and database management.
At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software.
Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
Experience with SQL
Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
Excellent spoken and written English skills..
Ability to work in an on-call rotation.

NICE TO HAVE:

Basic familiarity with iOS & Android platforms.
Experience supporting open-source projects & their GitHub communities.
Experience with troubleshooting network or infrastructure issues
Experience with Datadog; Docker; Git; AWS/Azure/ GCP; Kubernetes
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.

#LI-Remote