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Customer Support Engineer

Company: GitKraken
Location: Scottsdale
Posted on: May 14, 2022

Job Description:

Job DescriptionSalary: The Company: GitKraken is a leading provider of Git productivity and collaboration solutions for agile DevOps teams, including GitKraken Git client, GitLens and Git Integration for Jira. Our tools are used by 10m+ developers and technologists globally at 100k+ organizations like Apple, Google, Microsoft, and Amazon. We partner with, and our tools integrate with, the top Git hosting providers like GitHub, GitLab, Bitbucket, and Azure DevOps, and the most popular issue tracking systems like Jira and Trello. Millions of developers have already experienced the powerful benefits that GitKraken products provide, and our user base is growing rapidly every day. The Role:This Customer Support Engineer role is focused on driving support for our greatest asset: our highly technical user base of 10m+ developers and technologists at 100k+ organizations worldwide. In this role, you will be responsible for end-to-end queue management of incoming tickets for multiple software products. You'll be on the front lines alongside our mighty team of Customer Support Engineers to ensure all of our users are set up for success. If you're ready to bring your customer support expertise to a software company with high-growth goals, we want to hear from you.What you'll do:

  • Quickly and succinctly answer customer questions via email ticketing system. Utilize phone calls, chat conversations, screen sharing, and other mediums as needed to effectively support users.
  • Maintain queues of incoming tickets for multiple software products.
  • Create and maintain feature requests for our applications both internally and customer-facing.
  • Identify, test, and submit bug reports to our quality assurance department.
  • Coordinate cross-functionally with accounting, success, and marketing teams on daily tasks and long-term projects.
  • Create customer-facing content including help center articles, documentation, blogs, and videos
  • Maintain a high level of positive customer feedback.
    • Troubleshoot complex issues with customers, teammates, and on your own.
    • Communicate with other teams and elevate advanced customer issues as needed.What you'll bring:
      • Excellent written and verbal English communication skills for a highly technical audience.
      • Strong analytical and problem-solving skills.
      • Ability to adapt to an ever-changing support landscape with new tools and technologies.What You've Done:
        • Prior experience in a Customer Support role, preferably with SaaS-based platforms/solutions.
          • Experience working with ticketing systems, CRM systems, or help desks.
          • Experience with programming, git, agile development, and/or working with a software team.
          • Programming, IT, or otherwise technical background is a big plus.How you'll be rewarded: Excellence — Competitive compensation with annual performance-based pay increases Trust — Flexible Paid-Time-Off Policy (behaves like Unlimited PTO) Balance — Paid company holidays with flexibility for additional holidays Parent life — Paid parental leave Health — Health, dental, and vision insurance with competitive employer cost-sharing Growth — Paid career and personal development, audiobooks, and mentorship Future —IRA retirement plan plus company matching Travel — Company paid domestic trip after your 1-year anniversary & an international trip every 5 yrsLocation:GitKraken is headquartered in Scottsdale, Arizona and while we would like to have candidates be local to the Scottsdale office, we understand that talent and drive are much more important than location. We will consider remote candidates from anywhere in the US who apply for this role. Equal Employment Opportunity Statement: At GitKraken, we believe that diversity among our teammates is critical to our success as a company. GitKraken evaluates all employees and job applicants without regard to race, color, religion, gender (including pregnancy, gender expression, or gender identity), national origin, age, disability status, or any other legally protected class. We recruit, hire, and retain top talent from a diverse candidate pool.

Keywords: GitKraken, Scottsdale , Customer Support Engineer, Engineering , Scottsdale, Arizona

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