Technical Support Engineer
ClickUp is the world's only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform including project management, document collaboration, spreadsheets, chat, goals, and more. On a mission to make the world more productive, ClickUp is headquartered in San Diego and scaling remotely and internationally. As one of the fastest-growing SaaS companies in the world, ClickUp helps millions of users to be more productive and save at least one day every week .🦄
The perfect candidate shares our passion for excellence and approaches technical support with a user-first mentality. We are looking for a technically skilled person with superb interpersonal skills, strong troubleshooting abilities, quick response times, and a passion to make customers happy!
At ClickUp, the team, process, and tools we use are critical to our success. You should enjoy continuously exploring and challenging our platform as it grows. We release new builds at a rapid rate, so time management and finding new ways to improve efficiency are a must.
You’ll help get to the bottom of complex technical questions including but not limited to: our API, web-hooks, 3rd party integrations and new feature complexities. Having the ability to dive deep into troubleshooting bugs, identify whether they're frontend or backend issues, understand the code base, provide solutions, offer out-of-the-box advice, and become the voice of our team is key in this role.
While we’re scaling quickly, we are recruiting teammates who share our core values, know how to get things done, and would add a lot to our extremely driven culture. We’ve been named the fastest growing productivity app of 2018, raised $35 million for our Series A, and $100 million for our Series B. This has been made possible by our very passionate and high-energy team supporting growth in every area!
The Role:
- Working with customers, from Free to Enterprise, to discuss complex technical issues relating to the ClickUp platform, SSO provisioning, security, 3rd party integrations, etc.
- Providing timely and accurate customer feedback for escalated technical issues and/or effective use of ClickUp via email communication and at times over Zoom calls.
- Applying solid test methodology and debugging skills, diving deep into the requests and console logs to narrow down reported issues and expedite the resolution process.
- Extreme comfort looking through code to identify potential issues including testing and building repro environments.
- Communicating effectively to Engineering squads to share investigation findings and identify root causes.
- Working with Engineers and Management to prioritize customer reported bugs and company projects effectively.
- Acting as the liaison between the Support and Engineering Departments, you will be the first point of contact to help answer technical questions from Support and provide Engineering with any additional information they may need to assist their work on the platform.
- Collaborating with Technical Support, Product, Engineering and other departments to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid cross-functional relationships.
- Providing support internally by developing technical support documents for the Technical Support team.
- Continue to develop the growing Technical Support Department and Technical Support Engineer team .
- Opportunities to grow into our Engineering, QA, and Product teams as a direct promotional path.
Qualifications:
- 2+ years working as Tier 3/Support Engineer.
- Development background (on-the-job experience desired but open to development bootcamp and 4-year degree graduates).
- Experience working on issues such as: complex API requests, SSO provisioning (OKTA, SAML, etc.), On-Prem security configurations, and various technical internal (ClickUp) workflows.
- Extensive knowledge of REST APIs, HTML, Javascript, and SAML.
- Experience with TrackJS, LogzIO, or similar tools.
- Experience with testing web, desktop and mobile applications.
- Fantastic problem-solving skills especially with complex technical problems where information needs to be properly sent to developers.
- Experience effectively and empathetically communicating with customers via email and video calls.
- Great spelling and grammar skills.
- Great attention to detail and interpersonal skills.
- Flawless written and verbal communication skills.
- A great customer advocate that can also liaise between various internal departments in a positive and effective manner.
- Detail-oriented multi-tasker who can handle frequent interruptions and effectively prioritize highly impactful work.
- Extremely comfortable working in a fast paced company with 1 week sprints, lots of moving parts and high expectations to give customers the best experience possible!