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Customer Support Engineer (ügyféltámogatási mérnök)

Mux
Backend Developer • Remote • Teljes munkaidő • 📍 Remote (US)
📄 Eredeti hirdetés megtekintése (EN)

Support Engineering role on Mux's Support Strategy and Operations team. The team is responsible for the entire self-service customer lifecycle, from top-of-funnel attraction through new customer conversions to growth and retention. Mux offers email support to keep self-service customers happy and satisfied.

Stack

htmlJavaScriptPython

Feladatok

  • ▹Tackle 40-60 support tickets per week, working across a wide range of technical and product-related issues to help customers succeed with Mux
  • ▹Contribute to and improve Mux's collection of documentation pages and guides to improve customer experiences
  • ▹Collaborate closely with the rest of the self-service team to improve Mux's AI-support workflows
  • ▹Build out enhanced tooling, macros, and run books for customer support pipelines
  • ▹Drive long-term success for self-service customers via hands-on interaction through tickets and occasional video calls
  • ▹Build a feedback loop between Support, Engineering, Sales, and Product to ensure customers' voices are amplified to other teams

Elvárások

  • ▹3+ years experience in an engineering or technical support role
  • ▹Willingness to tackle any and all challenges to ensure customer satisfaction, from digging into a customer's codebase to reconciling a tricky bill
  • ▹Proficiency in communicating concisely and technically, while knowing when and how to add verbosity
  • ▹Love of problem solving and taking pride in helping customers and debugging tricky or ambiguous issues
  • ▹Comfort writing code in at least one programming language (e.g., JavaScript, Go, Python), and eagerness to deepen technical skills over time
  • ▹Experience with AI tools, but not blindly trusting their output and knowing how to validate it before relying on it

Soft skillek

Strong communication skillsProblem-solving mindsetCustomer focus

Amit kínálunk

  • ▹Flexible PTO + 11 company holidays
  • ▹Weekly no-meeting days + quarterly focus weeks
  • ▹Healthy work-life balance encouraged
  • ▹Competitive health, dental, and vision insurance
  • ▹Fully funded fertility benefits
  • ▹HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
  • ▹FSA available
  • ▹Short-term and long-term disability insurance
  • ▹Group life insurance
  • ▹Travel accident insurance
  • ▹Employee Assistance Program (EAP)
  • ▹Medical support concierge service
  • ▹401(k)
  • ▹Paid parental leave
  • ▹Professional development stipend for career growth
  • ▹Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
  • ▹Lunch reimbursement program
  • ▹Office spaces in San Francisco, New York City, and London