Customer Support Engineer

Hosted Graphite is looking to add an awesome new team member to our Customer Support Team!  Working with our current support team and technical teammates, you will communicate with customers, answering their questions and improving their experience with our product.

About Hosted Graphite :
Hosted Graphite is a Cloud Monitoring service, used by thousands of Engineers all over the world. Our metrics platform allows you to measure the health and performance of your websites, applications, servers, and containers. View your data on beautiful interactive graphs in real-time and understand what’s really happening with your technology at a glance. Get alert notifications when your metrics stop reporting or show unexpected behavior, and track incidents with a full alert history. Hosted Graphite is built to be modified and automated with our APIs – it’s all geared toward automation and control. 

Providing up-front help to ensure our users are getting good value from our service is a big focus for us - we like to make them happy! We want a support team that will be the face of the product for new customers, and also will ensure that the future needs of customers are met.

It's not uncommon for a support ticket to include screenshots, log entries or error messages, and a theory about what's going wrong. We understand that some of these requests need deep investigation and a good understanding of the product and the backend systems that power it. We'll teach you this, and we'll teach you to be an expert on our product and server/application/"cloud" monitoring in general.

There'll be no shortage of assistance in the long term as well, especially on the trickier problems. Everyone in the company, from founders to interns, gets involved with support requests and you can escalate/bring in help whenever you need it.

This is a customer support role you can definitely feel good about - you will have a direct impact on making customers happy and on the growth of the company.

Some of the nice things our customers have said about our support:
"...their support is always *super* responsive & helpful..."
"Just had a really fast and useful response on a support request from [Hosted Graphite]"
"[Hosted Graphite] customer service is just pure joy. Great work!"
"Thanks for the super fast reply, great support!"

What we’re looking for:

You will be expected to work with the other teams in the company to diagnose and solve the issues raised, and over time become knowledgeable in our systems so that you can answer customer inquiries more effectively on your own (though the other teams will always be available to help!). You will be involved in educating customers about our product so that they can use it in the future without needing to contact support. Primarily you’ll use email to communicate with them, but occasionally you may be asked to demonstrate products or discuss best practices in live calls.

You must be an advocate for the customer within the company. Due to the time you will spend getting to know our customers, you’ll be called on to speak on their behalf when we develop new products and services; you’ll help us prioritize fixes and updates, and your input will be sought for wider customer communications such as blog posts.

While you don’t have to have deep technical knowledge to begin, you will be helping customers with technical queries, so you should have or be able to quickly gain knowledge of the following:

  • How DNS works
  • The differences between TCP and UDP (and why they matter)
  • The basics of using HTTP APIs
  • Reading documentation (for other products and for our own)
  • Diagnosing network/connectivity problems

Some experience with the Linux shell and SSH is necessary, but not to an advanced level. Basic proficiency with a programming language or two would be very helpful for this role as it will give you context when communicating with customers and your developer colleagues. You may need to write a small bit of code to reproduce a customer's problem. The deeper you can dig into the code to help a customer, the better.

With the new, larger support team, we’ll also be looking to increase the amount of input from support into things like documentation and training materials. Support will be asked to be proactive in looking for ways to help our customers, and your input will be valued and respected.

It's a bonus if you have experience working in a similar helpdesk/technical customer support role, but if not we're happy to train you.

In a nutshell, responsibilities will include:

  • Providing first-line email customer support
  • Providing first-line email technical support
  • Working with the engineering team to improve the quality of the products
  • Actively improving support documentation and working with the development team to make the product itself solve as many support requests as possible
  • Sharing product knowledge with our customers to empower them to become self-sufficient users 

Requirements:
  • Awesome listening skills
  • Fantastic writing skills, with an emphasis on clarity
  • Empathy and patience
  • Excitement about working at a startup



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