Support Specialist (Remote)

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Code Climate empowers software engineering organizations to achieve excellence across people, process, and code with data-driven insights. Our Engineering intelligence products are trusted by thousands of organizations- from enterprises to startups - helping align engineering initiatives with strategic priorities, accelerate software delivery, and drive continuous improvement.

Code Climate is based in New York and was founded in 2011, by engineering leaders who were frustrated by decisions being made in the dark or by gut instinct. Code Climate envisions a world where technology leaders can drive business success through increased transparency, efficiency, and actionable data. Since the launch of our company, our automated code review tool, Quality, has helped over 100,000 developers improve their code bases. After nearly a decade, we launched our flagship product, Velocity. Velocity enables technology leaders to make confident, data-driven decisions that fuel elite team performances at scale. 

Code Climate operates in a technical,  developer-heavy space. As we continue to grow, we need a talented, data-driven Customer Support Representative that values delivering world-class reporting and analytics that impact and define how engineering organizations operate. In this role, you understand what it means to be a true partner with your customers. 

Examples of Problems You’ll Be Solving: 

  • Work with customers to resolve their issues -- including analyzing, troubleshooting and diagnosing software problems.
  • Work with Engineering to become a product expert, helping to analyze the code base and recommend solutions for customer issues.
  • Work closely with the Customer Organization (CSMs, SEs, and CSEs) to understand the customer journey and proactively prepare for customer interactions. 
  • Work closely with management to update existing Support processes and construct new processes as we grow and scale. 
  • Work closely with Product and Engineering teams when launching new features, ensuring readiness for Customer Support and assisting with internal and external documentation.
  • Develop lessons learned and data-driven approaches to customer issues, helping to inform and enable other Code Climate teams (Sales, CS, Product, Engineering, etc.).
  • Assist in creating training materials to drive better product usage and adoption. 
  • Act as the initial point of contact for all application concerns from clients and fellow employees.

You’re Awesome Because: 

  • You have 2+ years of experience in a support or other service-oriented, customer facing role.
  • You take pride in being of service to your customers. 
  • You are curious by nature, and enjoy problem solving and find it challenging and rewarding to uncover the root cause of your customer’s issues. 
  • You are technically savvy and have a good understanding of the industry. 
  • You’re experienced in writing support content.
  • You provide prompt and accurate feedback to customers.
  • You tackle tickets that cannot be resolved by other internal teams, applying additional technical investigation or related specialized knowledge to either solve the problem or to determine the problem that needs to be solved.
  • You’re experienced in managing cases throughout the entire support lifecycle: from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.

Working at Code Climate

  • New York-headquartered startup with a hybrid working environment.
  • Fast paced, high growth, start-up full of talented and mission driven individuals that love what they do.
  • Competitive salary and meaningful stock options.
  • Health, dental and vision insurance. We pay 100% of the premium for employees and 50% of the premium for dependents.
  • Flexible and generous paid time off including an open vacation policy and parental leave.
  • Opportunities to continue your professional development, including attending conferences.
  • The best technology to get your job done.

Backed by leading VC firms, including PSG, Union Square Ventures, Foundry Group, Lerer Hippeau Ventures, and NextView Ventures, Code Climate has raised $66M in funding to date having closed a Series C round in August 2021. 

Code Climate is an equal opportunity employer. Consistent with our mission of serving a diverse and global audience, we value a diverse workforce and inclusive culture which reflects that. We encourage applications from all qualified individuals without regard to race, color, religion gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status. 

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • FigmaDesign
    • SketchDesign

An Insider's view of Code Climate

How would you describe the company’s work-life balance?

Work life balance was something that was very important to me when I joined Code Climate. Having that balance doesn’t mean you aren’t a good/hard working employee, and Code Climate agrees! The leadership team wants every employee to be able to enjoy their lives and not feel guilty about taking time off.

Sabrina

Senior Recruiter

What does your typical day look like?

My typical day to day consists of checking in on any requests from my customers. Then also reaching out and seeing how they are doing and making sure I'm keeping up communication with all accounts. In addition I am scheduling/delivering training sessions or QBRs. Following up on support issues.

Josh

Senior Customer Success Manager

What makes someone successful on your team?

Success on my team is all about initiative. We work with lots of different roles both internally and with our clients, so we get to see lots of issues from multiple perspectives. A successful team member is someone who will pick up a problem and run with it, communicating across all departments and coming up with creative solutions.

Desiree

Associate Customer Success Engineer

How do you make yourself accessible to the rest of the team?

I have office hours blocked 2x/week where I make myself available to help problem solve, move big rocks and enable our people to do their jobs more efficiently and effectively. However, I am always a Slack message or tap on the shoulder away for any ad-hoc discussions and guidance.

Bryan

CEO

How does the company support your career growth?

There's been support from all levels of the organization to chart my own path, propose the projects that I think will have the biggest impact, and work cross functionally. I'm just a few months since joining and I already feel very in control of my own professional development and know that I will be able to have a measurable impact.

Matt

Product Marketing Manager

What are Code Climate Perks + Benefits

Code Climate Benefits Overview

We are NYC-based and seeking local talent within the commutable area. We are currently fully remote & flexible. We will remain partially remote and flexible post pandemic.

Competitive salary and stock options

Unlimited PTO - work-life balance is important to us

Parental leave for both primary and secondary caregivers because being a parent is the hardest and most rewarding job you’ll ever have

Full health, dental and vision coverage. We pay 100% of the premium for employees

Class Pass and Citi Bike discounts for a healthy mind, body, and soul

The best technology to get your job done. A new Macbook Pro, $500 home office stipend (yes, even for that standing desk), and a $250 headphones stipend (they’re yours to keep)

Frequent company get-togethers and retreats (Strict adherence to all Covid protocols)

Opportunities to continue your professional development

Flexible schedule, including Summer Fridays

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Our fun committee help brainstorm and plan our fun happy hours and outside of work activities!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Code Climate hosts happy hours once per month
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Customized development tracks

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