- Handle technical requests via web and email support channels.
- Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
- Submit bug reports to the Engineering team for problems needing attention.
- Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
- Contribute to internal and external knowledge bases.
- Experience with web development, REST API, and database management.
- 1 - 4 years of experience in technical customer support, supporting SaaS enterprise software ideally.
- Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
- Ability to work weekends shifts.
- Basic familiarity with iOS & Android platforms.
- Experience supporting open-source projects & their GitHub communities.
- Experience with Shopify, Magento.
- Excellent spoken and written English skills required.
- Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
- TRUST - Willingness to trust our co-workers and to take ownership.
- CANDOR - Ability to receive and give constructive feedback.
- CARE - Genuine care about other team members, our clients and the decisions we make in the company.
- HUMILITY- Aptitude for learning from others, putting ego aside.
#LI-Remote
Algolia is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
The annual base salary compensation range for this role reflects US market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.
FLEXIBLE WORKPLACE STRATEGY:
Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when.
While we have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest, we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Please note that positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the nature of the role it may be available with either a hybrid-remote or in-office schedule.
ABOUT US:
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
WHO WE'RE LOOKING FOR:
We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
READY TO APPLY?
If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!
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What We Do
Algolia is the search-as-a-service platform that enables companies of all sizes to deliver fast and relevant digital experiences that drive real results. With Algolia, consumers are able to find and discover what they want easily across web, mobile, and voice. Algolia allows developers and business teams to build and optimize engaging search experiences to increase online engagement, conversion and revenue.
Founded in 2012, we're backed by over $175M in funding from Accel Partners, Alven Capital, Point Nine Capital, Storm Ventures, Salesforce Ventures and others. Our most recent fundraising round was our Series D in 2021 in which we raised $150 million. The team is headquartered in San Francisco with offices in Paris, London, New York City, Bucharest and Sydney. To learn more, visit www.algolia.com.
