Technical Support Engineer

About ngrok Inc.

ngrok is simplified, API-first ingress-as-a-service trusted by over 5M developers to get their apps online faster and keep security happy. With one line of code, developers get instant ingress to services with authentication, observability, and other critical controls. All without provisioning legacy proxies, load balancers or VPNs. ngrok’s simplicity has made it a de-facto standard tool among developers, and the world’s top brands — including GitHub, Okta, Shopify, and Twilio — recommend it throughout their documentation.

Our employees are low-ego, curious learners with a passion for developer-first tooling. As a company, we set aside an hour each fortnight for shared introspection about anxieties and excitement, both personal and professional. We’re building an inclusive, remote-first organization that sets each individual up to be their best self.

We believe the total addressable market for ngrok is in excess of $73 billion and are increasing our growth to capture that.

The opportunity 

The Customer Success Team solves complex problems and answers technical inquiries via support tickets, email, chat, social media, and phone. As a Technical Support Engineer on the Customer Success team, you will take the initiative to own and resolve customer issues. You will work to support Enterprise customers utilizing ngrok to solve interesting use cases such as improving developer productivity, building hybrid applications (internal and external), deploying IoT solutions, and collaborating with multiple organizations across unpredictable network configurations. We are the eyes and ears of ngrok, acting as the real-time voice of the customer to help communicate their needs and solve real-world use cases to help build a better service and accelerate future product development.

What you'll accomplish

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Act as a liaison between Customers, Engineering and Sales on customer technical escalations.
• Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap.
• Experience in fostering broad usage of support forums and knowledge repositories.
• Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team.
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

Skills

• 5+ years of experience in SaaS post sales within Customer Success or Support. 
• Experience documenting customer issues via ticketing and bug reporting systems.
• Hands on self starter and natural problem solver with the ability to balance competing priorities.
• Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor.
• A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc).
  
• Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).

All candidates must be US-based, and legally authorized to work in the United States.

If your experience is close but doesn’t fulfill all requirements, please apply. ngrok is on a mission to build a special company. To achieve our goal, we are focused on hiring people with different backgrounds, perspectives, and experiences!

Benefits

Compensation for this role depends on level, but we provide a competitive mix of salary and equity.

We provide a 401(k) with a 100% match up to 3% of your salary and a 50% match up to another 2%.

We provide healthcare, dental, and vision with premiums fully covered on the base plan for employees. Half of premiums are covered for dependents.

We offer unlimited PTO and a culture in which the overwhelming majority of employees take more than four weeks. Your manager is also on the hook for encouraging you to do