Senior Support Engineer (Remote-US)

Description

We're looking for a Senior Support Engineer to join the Vitally team and play a key role in building out our growing Support Engineering function. In this role, you’ll roll up to the Engineering organization and work cross-functionally with other engineers, the Customer Success team, and the rest of the organization to help resolve bugs and other technical customer issues, influence our product roadmap, and contribute to a fantastic customer experience. You will help to manage incidents, improve processes and documentation, and build internal tools. You have exceptional empathy for our customers, great communication and collaboration skills, curiosity and passion to tackle a diverse set of issues every day, and a drive to add value and deliver results. As an early member of Vitally’s Support Engineering team, you will play a pivotal role in defining our Support Engineering strategy.

Responsibilities

• Collaborate with Engineering, Customer Success, and the rest of the organization to resolve bugs and other technical customer issues.
• Triage and prioritize incoming questions and requests to the Engineering team. Surface customer feedback and trends to influence Vitally’s product roadmap.
• Implement Support Engineering best practices and help Vitally build out its Support Engineering function, including contributing to process improvements and documentation.
• Build internal tooling to help the Customer Success team be more self-sufficient and effective in solving customer issues.
• Assist with detection and management of production issues, including building and refining alerts and helping to run incident response

Requirements

• Application development experience, with Typescript (Node/React) preferred.
• Proficiency in SQL (Postgres)
• Experience with AWS
• Exceptional debugging skills
• Excellent written and verbal communication skills.
• Ability to effectively analyze, scope, and prioritize engineering issues and requests.
• Experience interacting with customers and customer-facing teams such as Customer Success and Sales

Nice to have

• B2B SaaS experience
• Early-stage startup experience
• Experience with internal tools such as Retool, Zapier, Jira, Honeycomb, Sentry.

About Vitally

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Zapier, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs. We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success. If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Salary: We offer a competitive salary given both your experience as well as location (remote is totally fine). The comp band for support engineering roles starts at $140,000 and increases based on the skill and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
• 100% of health/dental/vision insurance premiums covered by us.
• 401k with a company match.
• Commuter benefits.
• Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
• Flexible work hours and work-from-home policy.
• WFH stipend to ensure your work environment meets your standards (i.e. laptop, monitor, etc).
• Education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we value having our own lives outside of the office.
• Team + tech: You seriously won’t find another team out there that outperforms us, so get ready to put your name on a ton of future work here! Our tech stack is handcrafted for extremely rapid, but stable, development - we ship fast, performant, quality code frequently.
• Career path: Not only will you learn and ship a ton in this role, but since we are a small team, there will be plenty of promotion opportunities ahead. We're looking to hire someone who can grow their skillset and take on new opportunities as the team grows.