At Front, we’re
redefining work communications and collaboration with our shared inbox
for teams. Front brings all of your communication channels (email,
Facebook, Twitter, Twilio SMS, live chat etc.) into one place, so you
can triage and assign messages, have internal conversations around them,
and even sync work across other apps you use from Salesforce to GitHub,
without ever leaving your inbox. Today, over 2,500 companies rely on
Front to power their communications, and we’re just getting started.
You
will be maintaining and enhancing our existing tools to make our
engineering and support teams more efficient. As a Tooling & Support
Engineer, you will have ownership to streamline our procedures to
resolve issues more quickly. This role requires proficiency in both
front-end and back-end Javascript as you will be developing against our
codebase. You will be the primary technical contact for our thousands of
users and a key contributor to the Front customer experience. By
staying close to our users, you will play a role in shaping our future
product design. If you are technical, passionate about customer
experience & team productivity, we'd love to get to know you.
Responsibilities / projects you could work on:
- Provide customers with delightful experiences by helping them resolve technical issues
- Build and improve the internal tools we use to support our customers
- Master Front’s product capabilities and serve as the technical subject matter expert for our support organization
- Participate in testing of new and updated features and provide feedback
- Improve
the UI, backend and plugin architecture of our main admin tool, used by
the engineering and the support team on a daily basis.
- Build a better log frontend and make it accessible to our support team
- Build a feature flag service to enable/disable feature for a subset of our customers
Requirements:
- Full professional English proficiency
- A product mindset, we’re a product company on a mission to “advance how people work”
- Strong technical and troubleshooting skills
- Experience with the following systems: HTTP, HTML, REST, email, MySQL, node.js would be a plus
- Experience providing technical support for cross platform products (iOS, Android, etc.)
- Ability to remain calm, composed and articulate when dealing with tough customer situations
- Proficiency in multiple languages, both technical and human
