Customer Support Engineer
Our imagination is fueled by a vision of enabling developers to build apps and APIs without any limitations of time, space and cloud architectures. A world where ideas can be expressed instantly on a smart and reliable edge cloud platform that does all the heavy lifting of delivering their apps and data across the cloud and edge anywhere in the world.
Our mission is to make every developer a hero by making globally distributed application development and deployment simple and instant. This for us means taking responsibility for the entire experience of building and running cloud and edge apps. To do this we must provide the most powerful globally distributed stateful edge runtime, deep capillary networks, and a developer experience second to none.
Macrometa's culture is built on mutual respect and honest interactions. We value humble people who are curious to learn from and help each other. We prioritize our people first, customers second, and everything else third.
Who You Are
You love empowering Macrometa customers by quickly meeting customer requests, beating SLAs, creating knowledgebase and support documents, and working with our engineering teams on critical issues and new features. You are proactive, identifying common customer problems and chasing down permanent solutions or features needed to raise the standard of the customer experience. You are part of a team, the vital front-line serving our customers 24/7. If you’re passionate, hard-working, and have the knowledge to resolve complex technical issues, you are in the right place. This is a chance to be an advocate for our customers.
What You’ll Do at Macrometa
Responsible for
- Triaging support requests quickly and efficiently to resolve customer issues.
- Troubleshooting customer issues using support tools and procedures.
- Meeting internal and external SLAs.
- Creating and maintaining support documentation and customer knowledge guides.
- Reviewing and Writing scripts to assist customers with complex issues.
- Collaborating with team members and engineering to resolve customer issues.
- Building expert knowledge of the Macrometa platform in order to investigate critical issues and perform root cause analysis.
- Working with customers to increase their success and adoption of the product.
Desired Skills and Experience
- Verbal and written fluency in English
- Previous experience as a customer support engineer
- Ability to answer technical support questions by telephone, chat, and ticket
- Experience working with Zendesk or similar help desk system required
- Experience with JIRA preferred
- Demonstrated ability to debug, identify root causes, and implement corrective actions
- Cloud computing experience with a major cloud vendor (AWS, GCP, Azure)
- Knowledge of API development and usage
- JavaScript, Python (at least one required)
- Database experience (NoSQL preferred, but any relational DB is fine)
- Knowledge of Node.js / JS / React development a plus
- Familiarity with streaming (Kafka, Pulsar, Flink) a plus
- Customer-first attitude with a history of going above and beyond customer expectations to ensure satisfaction.
- Able to communicate effectively with customers of varying technical levels, from a wide range of industries and locations.
Note to recruitment agencies: Macrometa will not accept unsolicited resumes/CV's and will not pay fees of any kind for unsolicited resumes/CV's sent to us by third parties.