Senior Technical Support Engineer

At Rive we're building a new category of design tool that transforms how products and games are built. With our real-time vector graphics engine we make it possible for designers to build functional graphics, without creative limits, while making it easy for devs to implement.

Since launching our public beta in 2021, we’ve seen tremendous organic growth. Our customers include major product and game companies like Duolingo and Figma. We're working with legendary game studios, massive brands, apps with millions of users, car companies, and we even have Rive pixels in space! 

Rive is looking for an experienced technical support engineer to join our team.

As our first dedicated technical support hire you’ll support a growing global community of developers and designers looking to use Rive in their products and games across a myriad of platforms and use cases. You will triage technical issues across slack, our community platform and Jira for a wide range of end users from individual designers to enterprise customers.

Join a dynamic team working on an exciting product. You’ll play a pivotal role in providing online support, bringing lessons learned to help streamline and evolve our support processes while having the opportunity to expand your technical prowess across various runtimes. 

What you'll do

• Provide technical support and resources to the community around a variety of general and specific product use cases and questions.
• Triage issues reported by customers and the community across all of our various runtimes, troubleshooting the root cause across browser, network, and code.
• Work closely with our Developer Relations team, helping create and maintain comprehensive technical documentation, FAQs, and knowledge base articles to ensure a positive experience for developers, whether they are beginners or experienced Rive customers.
• Assist in proactively preparing to support new features, devices, popular frontend frameworks, and more
• Relay feedback to the product and engineering teams to resolve bugs.

Requirements

What you will bring

• A background in Engineering, Support, or QA with experience in diagnosing and resolving complex technical issues using analytical and methodical approaches.
• Experience with SaaS products, including their architecture, deployment, and common technical issues. Proficiency in troubleshooting SaaS web application code, browser, networking, cloud, and operating system issues to determine root causes.
• Familiarity with RESTful APIs, including how to integrate, test, and troubleshoot API-related issues. 
• Proven ability to manage responses and work through multiple concurrent issues in a timely manner. 
• Ability to work cross-functionally to solve issues, knowing when to and where to reach out for assistance. 
• Prior experience answering “how to” questions from a technical community.
• Experience using CRM and support ticketing systems (e.g., Jira, Zendesk, Salesforce) for tracking and managing customer interactions.
• Ability to analyze support data and generate reports to identify trends, performance metrics, and areas for improvement.
• Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders.
• The curiosity to understand how things work, tenacity to solve problems, and empathy to delight customers.

Bonus Points for:

• Experience using Rive! 
• Participation in design and developer communities and ecosystems 
• Knowledge of programming languages (such as JavaScript, Python, or SQL) for scripting and automation tasks.
• Examples of written content (i.e: personal blog, documentation, other). 

Location: U.S. remote, with the ability to work core hours within North American business hours. 

Benefits

Compensation and benefits: We offer a remote work environment, comprehensive health, dental, and vision coverage as well as stock options. The salary range for this role is 100-135k. Compensation may depend on the level of experience and geographic location.

At Rive, we are a global group of passionate designers and developers who believe in transparency, failing fast, quick iteration, and experimentation. We aim to build a diverse and inclusive culture where everyone feels supported.

Backed by a16z and Two Sigma Ventures, we have an incredible opportu