Technical Support Engineer (Saturday - Wednesday)

Requirements

• 1-2 years of technical support experience
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs
• Understanding of REST API, SDKs & Webhooks
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.)
• Strong customer focus (excels at + enjoys helping customers)
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Ability to take on + action feedback
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Nice to Haves

• Completion of technical coding bootcamps, programs, courses, etc.
• Previous experience working in a troubleshooting environment
• Understanding code syntax or use of specifically supported frameworks
• Experience configuring our supported iOS/Android Plugins (mobile SDKs)
• Familiarity with native mobile development

What You'll Be Doing

• Communicating efficiently and effectively with customers
• Owning customer communications and issues from initial contact until resolution
• Becoming an encyclopedia of knowledge about how Intercom works
• Working with product teams to identify and solve issues
• Debugging complex technical issues
• Building tools to increase team efficiency
• Influencing the direction of the Intercom product

Perks and Benefits

• Competitive salary and equity in a fast-growing start-up
• Regular compensation reviews
• Lunch provided daily, snack foods, and fully stocked kitchen
• Access to Claude Code and best-in-class AI tools
• Pension scheme & match up to 4%
• Life assurance, health, dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• Choice between MacBooks and Windows for certain roles