Support Engineer

We are growing our Support team! Looking for someone with amazing customer service skills, technical know-how, and a penchant for delighting through writing. 😊

There is a fine balance between taking the time to empathize with a customer's pain, and serving many of them in one day. A great candidate for this position can astutely regulate the quality vs quantity of service they deliver based on varying conditions.

As a small startup, your contributions matter greatly. You’ll have autonomy, flexibility, and many opportunities to make outsized improvements to ReadMe beyond your daily responsibilities.

This role will be on-site at our San Francisco office. You must be eligible to work in the USA and either be SF-based or willing to move to San Francisco. A relocation package will be provided. We don't work with recruiters.

What we do 📖
ReadMe helps companies build beautiful, personalized, and interactive developer hubs. 

Read our latest blog posts and watch our Founder & CEO Gregory Koberger talk about building great API docs to learn more.

We are an early stage tech company with great customers and looking to grow our team! 

What you’ll do 🏋️‍♂️
  • Support customers in a timely, accurate, and delightful way
  • Grow your product knowledge with every customer conversation
  • Investigate bugs and file detailed reports for Engineering
  • Respond to customers through all channels:
  • Escalate issues when necessary

Who you’ll work with 👩‍👦‍👦
 Amy 🕵🏻‍♀️
  • Supports customers every day!
  • Represents the voice of the customer

Darren 👨🏻‍🔧
  • Handles the tricky or escalated conversations
  • Builds support processes that scale

Ehsan 👨🏻‍🏭
  • Maintains Knowledge Base
  • Grades support conversations

What we look for 🔎
  • Soft Skills
    • You empathize with customer pain
    • You know how to say “no” to a customer, but have them still love you!  
    • You are a strong written & visual communicator
  • Technical Skills
    • You know Markdown 
    • You have great front-end (HTML/CSS/JS) skills
    • You know how to debug in Chrome Developer Tools
    • You’re comfortable with CLI (command-line interface)
    • You’ve used packages on npm before
    • You have some experience with APIs
    • You have experience with the Swagger/OpenAPI specification
  • Support Skills
    • You have a great investigation and troubleshooting process
    • You follow-up and follow-through with every customer conversation
    • You desire to learn fast and level up daily
    • You’re a self-starter

Prior experience in a technical support role at a B2B SaaS company is a huge plus!

This role is a great fit if…
  • You enjoy turning confused or frustrated customers into happy ones!
  • You can figure things out when there is no easy answer
  • You want to experience rapid growth at an early-stage startup

How you’ll grow 🌱

By the first 30 Days you will...
  • Learn ReadMe values
  • Learn ReadMe features & benefits
  • Train on the all the support tools at your disposal
  • Troubleshoot and diagnose real customer issues
  • Understand the metrics we measure Support by
  • Pick a company & recreate their developer documentation using ReadMe

In 60 Days you will...
  • Have a solid understanding of the Swagger/OpenAPI Specification
  • Have a pulse on the latest code pushes and improvements to our product
  • Learn our Article Scorecard and publish your first support article
  • Grade your mentor and improve the onboarding process

In 90 Days you will...
  • Be a ReadMe product expert
  • Have a deep familiarity with open Bug Reports & Feature Requests
  • Be familiar with our customer base
  • Have made significant contributions to our Knowledge Base
  • Be able to chip away at the hardest support conversations

How to apply
  • Create a ReadMe project, it’s free for 14 days with no credit card required!
  • Explore ReadMe and create one page to show us who you are and why you want to join our team! (This is a casual substitute for a formal resume/cover letter, have fun with it!)
  • Share the URL in the "Website" field as part of your application

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