Staff Support Engineer

About the Team:

Netlify’s Technical Support team is the face of the company, and primary contact point for our customers when they need help with our product. The current team of 12 has a larger-than-usual engineering and product focus compared to other Support roles in the industry. You will be working across the company with engineering, security, legal, and sales. From our UI, to our service, to our customer support: our customer experience is well regarded. 

Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support. We’re also interested in helping you succeed at your goals of the moment – be that answering a customer question, learning a new web framework, or honing your writing and public speaking skills. Please take a look at our Support Values and see if you agree with the way we do our work. 

What You’ll Do: 

A successful candidate enjoys helping people succeed with web technology, isn’t afraid to help improve our practices and our product, and loves to learn. We are looking for a new team member to help us with that mission and provide technical support to our developer customers. We are looking for that person to work remotely from and during North America time zones, Monday through Friday.

You’ll be supporting Enterprise accounts primarily. We strive to provide a white-glove service to these VIP customers. Since most of our support is conducted via email, excellent customer-centric written communication skills are a must. Most of our support is conducted over email via Zendesk, in our public Support Forums, in Slack, and occasionally over video calls. Much of our team collaboration is in Slack. 

We have excellent internal support resources and public-facing documentation on our product. Sometimes you won’t know the right answer, but you’re the kind of person who can always come up with somewhere to look for it—sometimes you’ll just have to Google it. You should be curious, motivated, independent, and flexible. You will be learning new things every day. You will be solving hard problems, and this needs to bring you joy. We don’t want you to pretend to be something you don't want to be, and we won't tell you how to feel, but we do hope you’re excited to grow.

You'll be advising people on connecting systems outside of our scope (databases, remote websites, DNS providers) to our service, as well as helping debug site building software like yarn, npm, and webpack. Therefore, experience with network administration, system administration, and web development are extremely relevant to this role. While you will definitely learn more about these technologies as you work here, it is preferred that you arrive with an understanding of them. To ensure your success on our team, your colleagues will work with you extensively as you develop familiarity with our systems and processes. We have thorough onboarding materials to help you learn all of the product areas, and you'll be working with customers from week 1. By the time you've worked here for 3 months, you'll be familiar with all product areas (and gaining expertise in your chosen focus areas), and you'll be working to improve the training for the next hire. You’ll work with customers of all levels on topics spanning many areas of our services. Netlify is constantly releasing new features, so you won't run out of things to learn!

To see our team in action in public, and see the sorts of questions we receive from customers, please visit our Support Forums.

We’ll support your growth at Netlify if you want to pursue working in other areas in the future. But for right now, and for the next while, providing technical support is what you want to do. You should be up for a challenge and enjoy it. 

What You'll Bring: 

There are technologies you’ll need to have experience with and a solid understanding of:

• You can troubleshoot and explain complex networking issues including concepts like HTTP(S), DNS, SSL, firewalls, and proxies.
• You are proficient with command line interface (CLI) tools, such as nslookup, whois, curl, ping, traceroute, and git.
• You are a user and creator of the web, specifically HTML, JavaScript, and React, and you can explain browser and server caching. You are very familiar with browser-based debugging of caching and other issues using the developer tools.
• You have experience developing and/or troubleshooting AWS lambda functions.
• You are familiar with