Technical Support Engineer I

The Company

At Nylas, we specialize in making it easier for developers to add email, calendar, and contact management features into their applications. We provide tools called APIs, which streamline the integration of these functionalities, ensuring they are secure and effective. This enables better, safer, and more reliable communication within apps.

Supporting over 100,000 developers and collaborating with more than 900 companies globally, Nylas plays a pivotal role in how digital communication tools are built and utilized. Our technology spans various sectors, from healthcare to education, simplifying the complex process of app development related to communications. By reducing the barriers in communication technology, we empower developers to innovate and enhance user interaction across platforms.

The Team

We are a team of technical problem-solvers, empathetic communicators, and passionate collaborators who thrive on tackling complex challenges and enabling customer success. Driven by curiosity and a desire to learn, we take pride in helping our customers unlock the full potential of the Nylas platform.

The Technical Support Engineering team is a critical bridge between our customers and our product. We work closely with engineering, product, and go-to-market teams to ensure a seamless customer experience by resolving issues, identifying opportunities for improvement, and delivering actionable insights. Together, we create a culture of collaboration, continuous learning, and a shared commitment to excellence.

Our goal is to empower our customers with the knowledge, tools, and guidance they need to succeed while fostering camaraderie, growth, and innovation within the team. If you thrive in a dynamic environment where your contributions make a meaningful impact, you’ll find a rewarding home with us.

The Role

We are looking for a Technical Support Engineer I to help customers overcome technical challenges and unlock the full potential of the Nylas platform. This role combines technical expertise, customer empathy, and problem-solving to deliver an outstanding support experience.

As a key member of the Technical Support Engineering team, you will:

• Troubleshoot technical issues and address customer questions about Nylas product capabilities.
• Manage support tickets with timely updates and thorough resolutions.
• Collaborate with engineering to report bugs, provide feedback, and enhance the platform.
• Create and improve customer-facing documentation, integration guides, and technical resources.
• Partner with go-to-market teams to resolve high-priority issues and support prospects.
• Share customer insights and provide roadmap feedback to the product team.

Reporting to the Manager of Technical Support, you will thrive in a fast-paced environment, taking ownership of challenges and contributing to customer success. This role is perfect for someone who enjoys solving technical problems, improving processes, and serving as a trusted advisor to customers and internal teams.

What You Bring

• Experience: At least 1-3 years in a technical support role, preferably in a SaaS environment.
• Technical Skills: Hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs.
• Problem-Solving: Strong troubleshooting skills and the ability to collaborate with engineers to resolve technical issues.
• Customer Empathy: A deep understanding of technical and non-technical user needs, with a passion for improving the customer experience.
• Communication: Exceptional verbal and written skills, supporting a global customer base.
• Adaptability: Ability to work in a dynamic environment, balancing autonomy and teamwork.
• Detail-Oriented: Organized with the ability to manage multiple priorities effectively.
• Growth Mindset: Enthusiastic about learning new tools, technologies, and approaches.

Perks/Benefits

• Healthcare: A monthly stipend for you and your family
• Unlimited Paid Time Off (PTO): we take this very seriously as we care about the well-being of our employees
• Pension: up to 3% employer contribution
• Education Stipend: $1,000 USD annual education & development benefit
• Cell Phone: $50 USD per month stipend towards cell phone reimbursement
• Fully Paid Parental Leave: 12 weeks parental leave (maternity & paternity)

Example Interview Process

• Round 1: 60 minute Google Meet discussion with the Hiring Manager.
• Round 2: Take-home assignment followed by a 60 minute meeting with a team member.
• Round 3: 60 minute Google Meet discussions with another team member.

During the various discussions, candidates selected to meet with us are strongly encouraged to not only discuss their knowledge, skills, experience, and abilities but also to showcase examples of their current or previous work. We expect you to clearly outline the "what," "why," and "how" behind your contributions.

The estimated base salary range for this position is €40,000 - €55,000. Actual compensation will be determined based on individual qualifications, which are objectively assessed during the interview process. Factors influencing salary include knowledge, skills, experience, and abilities.